Cigna Client Service Manager in Tampa, Florida
Client Service Manager
North Florida, U500
Accountable for a team of Client Service Consultants (CSC) and Sales Support Consultants (SSC). The CSM (Client Service Manager) will be responsible for the overall management of the U500 CSCs and SSCs for the North Florida market. The CSM will oversee the sales-owned portions of the implementation process and of the service experience for the clients we serve. This includes establishing long-range goals, objectives, and plans; operational performance; and coordinating activities of Client Service Consultants and Sales Support Consultants and their respective functions.
Reports directly to the VP of Sales Retention.
Manages the CSC and SSC team, coaching and providing feedback on performance and effectiveness; both individually and as a team.
Builds excellent matrix partner relationships that support service for our customers, including Implementation, Gold and Platinum Service Operations, Pharmacy Implementation, Eligibility, Billing, etc.
Works with Sales Operations and key matrix partners to ensure effective partnership that increases speed of issue resolution, identifies outdated processes and suggests viable alternatives to global service items and barriers. Champions a zero tolerance for substandard service.
Works with each CSC to build out a book of business plan and approach to suit the needs of their underlying brokers and clients.
Assigns the CSC book of business; monitors regularly to assess necessary changes and/or staffing needs.
Identifies service trends requiring escalation and/or awareness through Sales team.
Manages ongoing alignment between SSC team and sales team members.
Serves as SME to Sales leadership team on issues impacting the go-to-market messaging.
Maintains SOPs on service and sales support functions and processes; ensures compliance and oversees updates as needed.
Effectively onboards new hires. Manages their training and development closely, ensuring they have a training plan, mentor, and tools for success.
Pushes SSC team to achieve high levels of accuracy, efficiency and customer-centricity.
Provides external facing leadership in the market; build relationships with key consultants, customers, providers, and community leaders.
Works collaboratively with Sales Management and matrix partners to ensure seamless service delivery for special projects and peak times of the year. (examples: platform migrations, 1/1 Readiness)
Upgrades talent where and when necessary; aggressively manages performance.
Creates and maintains an active people pipeline.
Bachelor’s degree highly preferred
Proficient knowledge (min 3-5 years) in health care / managed care business; to include many or all of the following: product knowledge, sales practices, account management and knowledge of administrative operations
Strong interpersonal management and relationship building skills
Strong leadership and team work skills
Solid organizational, management, administrative and human relations skills in a style which exhibits maturity, leadership, sensitivity and teamwork
Prior experience managing people beneficial, but not required
Consultative selling skills; ability to interpret highly complex language and simplify for the team or the client/broker
Proven ability to function in a heavily matrixed environment
Self-motivation and an entrepreneurial spirit
Proven ability to foster collaboration, values other perspectives and gains support and buy-in for organizational proposals
Strong product knowledge; ability to manage and operate as a leader
Proven success in managing growth and experience with change management.
Ability to drive results, think strategically and implement a strategy
Strategic visionary and planner
Strong organizational and analytical skills that result in conclusive recommendations
Excellent oral and written communication skills and interpersonal skills
Active Life and Health Insurance License in FL preferable
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require an accommodation based on your physical or mental disability please email: SeeYourself@cigna.com. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.