Senior Implementation Manager - Express Scripts - Remote

The PBM Operations Commercial New Client Implementation team is a group of client account support professionals responsible for successfully managing and delivering strategic implementation projects while driving client/customer focused problem resolution and influencing/leading process improvement.

As a Senior Implementation Manager on the Commercial New Client Implementations team, you are responsible for end-to-end management of implementation project delivery with strong emphasis on project management, process and product knowledge, and internal and external communications. This role is involved in all aspects of implementations on a day-to-day basis including all client meetings and discussions, leading topics and guiding decision making with the client. Within the team, you are responsible for mentoring implementation peers and leading special projects in support of team development and effectiveness.

The role is tasked with achieving business results through consistent customer-centric service delivery, operational excellence, and effective partnership with cross-functional colleagues and external consultants, coalition partners and clients.

The role exists within a fast-paced and dynamic team of highly supportive implementation and operations specialists and leaders whose focus is to collaborate and empower each other to deliver complex setups on time and without issue in order to best position our clients, their members and those who support them for success.

ESSENTIAL RESPONSIBILITIES

· Lead implementation of new accounts including project plan management and status reporting, intent gathering, setup case submission, and overall client relationship management through project delivery and transition to the client service team. The role is client facing.

· Work directly with clients, consultants, coalition partners, Sales, Client Service Teams, Operations and Product partners to ensure delivery of client contractual requirements and to manage expectations driving overall client satisfaction.

· Lead designated coalition group(s) as assigned. This responsibility includes maintaining the coalition implementation playbook; coordinating assigned implementation resources to ensure

project delivery follows requirements defined in the coalition implementation playbook; and managing implementation status reports to share with internal and external users.

· Manage escalation and expedite communication of status and risk to appropriate leadership including senior executives at the client organization and Express Scripts. Position interacts directly with clients, third party consultants and vendors at business and senior executive levels.

· Represent New Client Implementations through the sales process including participation in Finalist opportunities to demonstrate to clients how their objectives are met through the implementation. Finalist opportunities may be virtual or in-person at a client site.

· Support team development and effectiveness by mentoring peers and new hires, and by participating in and delivering initial and on-going department training.

· Demonstrate Cigna values – including teamwork and enterprise mindset – and leadership within the team to help motivate and grow team members and drive a high performance culture.

· Work with team leadership to identify opportunities for process improvement within the tools we use and the implementation processes including those coordinated with our internal partners.

· Lead and work on special projects as assigned.

Skills and Attributes For Success

· Critical thinker with project management experience and proven ability to lead and manage multiple, highly visible projects simultaneously

· Demonstrated ability to coordinate resources cross-functionally to resolve complex issues and deliver results on behalf of our partners and clients

· Ability to work effectively in a dynamic team-based environment, learn quickly, solve problems and make decisions with minimal supervision

· Willingness to work a flexible schedule as needed to accommodate business and travel requirements

QUALIFICATIONS

· High School Diploma required

· Bachelor's degree preferred

· 5 plus years relevant experience in project management preferred

· Project management experience required

· Knowledge of pharmacy benefits management products and processes required

· Knowledge of implementation processes preferred

· Demonstrated successful experience in working with sales, service and/or directly with clients, brokers, consultants and/or vendors preferred

· Excellent ver