Senior Account Manager - Wholesale Markets - Express Scripts - Hybrid

Account Management (Non-IC) Senior Advisor

The Account Management (Non-IC) Senior Advisor is responsible for managing a book of business as a Sr. Account Manager, as well as provide leadership and operational support to Account Managers within the Evernorth Wholesale Markets Team. This role is accountable to ensure service excellence on behalf of their clients across all Express Scripts departments and serves as an escalation point for their client and cross-functional partners. This position assists in managing client accounts, including new accounts and products, to ensure satisfaction, profitability, and renewal. Responsibilities include, but are not limited to, ensuring team proactively delivers and communicates the effectiveness of Express Scripts and Cigna core services, monitor trends, coordinates timely issue resolution and drive service excellence. Utilizes in-depth professional knowledge and experience to set team goals which align with functional strategy. The individual also works with Account Directors and Account Executives to develop strategies for upsells, expansion and plan implementation for new and existing clients.

This is a hybrid role and will require the ability to work in-person.

Essential Functions:

• Serve as a Sr. Account Manager on a set of clients.
• Primary day-to-day contact for daily account activity and operational needs for issue resolution in eligibility, claims, implementations, report requests, project and deliverable tracking and general inquiries for complex clients.
• Coach, mentor and support the development of a team of Account Managers within the Evernorth Wholesale Markets Team.
• Drive service excellence on behalf of their individual book of business and business division; proactively support, supervise and oversee the team to ensure day-to-day core service deliverables are met.
• Serve as a point of escalation for the team on issues of service breakdown or operational concern; act as a liaison to the various internal partners to ensure efficient, effective resolution; provide proactive consultation related to service opportunities. Identify and champion process improvement initiatives when applicable to support client growth and retention.
• Translate broad theories and strategies into clear, actionable objectives; champion cross functional initiatives; communicate progress and key milestones to appropriate internal partners and key divisional business leaders.
• Works with internal and external business partners to ensure that account expectations are met.
• Provides input into the strategic planning for assigned clients. Knowledge and understanding of assigned corporate financial impacts of clients.

Ideal Candidates Will Have A Combination Of The Following:

• Bachelor's degree preferred
• 7+ years of relevant experience namely in an Account Management, Service, or Sales function
• Leadership experience preferred
• Ideal candidate has experience leading teams and cross functional work groups in person and remotely.
• Proficient PC skills including Microsoft Word, Excel, and PowerPoint
• Knowledge of the PBM industry
• Superior verbal and written communication skills are essential
• Developed organizational, analytical, problem solving, interpretative and time management skills
• Travel required to support divisional strategic planning initiatives and client related meeting as needed.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.