Senior Manager, Client Account Support

Role Overview

• Drive strategy into action while delivering flawless, high‑impact client implementations.
• Lead and empower a team of managers, who lead Implementation Managers, to drive performance and achieve high client satisfaction outcomes
• Foster a culture of agility and resilience, equipping teams to thrive in dynamic environments and embrace continuous transformation
• Actively develop managers in leadership, team management, change management, risk management, and conflict management.
• Create an environment where teams have clear ownership, are continuously developed, and understand how their work drives meaningful client outcomes
• Own the end-to-end planning and execution of strategic initiatives, ensuring priorities are clearly defined, resourced, tracked, and delivered with measurable outcomes
• Define delivery standards and outcomes, in partnership with peers, to achieve high client satisfaction and hold team accountable to deliver within standards
• Own operational performance by using data to proactively identify risks, correct issues early, and ensure implementations are delivered on time and right the first time
• Manage issues and risks, including implementing strategies to proactively address potential implementation issues within the Under 500 Implementation team.
• Communicate and present the right information to the right people to enable timely, fact-based decision making
• Evolve metrics to drive performance improvement and optimize team productivity
• Balance capacity and workflow across the client implementation journey and partner with managers and Workforce Management team to evolve capacity models
• Apply advanced change management methodologies to anticipate resistance, engage stakeholders, and ensure seamless adoption of new processes
• Monitor and evaluate the effectiveness of change initiatives, leveraging feedback and performance data to refine strategies and ensure sustainable results

Requirements

• High School Diploma or GED required, bachelor’s degree preferred
• 5+ years of relevant experience with client implementation, project management, account management or operations management required, preferably within a health plan, PBM, or PMO
• 3+ years of leadership experience in client‑facing roles, with a proven ability to enable cross‑functional matrix teams, required; this experience within a health plan, PBM, or PMO, strongly preferred
• 3+ years of experience analyzing data to identify trends, gaps, and performance improvement opportunities, required
• 2+ years of experience leading high‑performing teams, driving client satisfaction and enterprise results while developing talent, building bench strength, and fostering an inclusive, accountable culture, required
• 2+ years of developing and mentoring team members, building bench strength and driving a strong culture of inclusion, trust, autonomy, mastery, accountability, and collaboration, required
• 2+ years of expertise in project management methodologies and risk management, required
• Demonstrated experience of using an enterprise mindset to translate strategic objectives into tactical execution to achieve high client satisfaction, required
• Training or certification in Change Management or Project Management (PMP), Preferred
• Demonstrated proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint, with experience navigating complex systems and platforms, required
• Exceptional verbal and written communication skills with the ability to influence across all levels of the organization, required.
• Ability to travel, up to 25%, required

Tech Stack

• PMP

Benefits

• medical, vision, dental, and well-being and behavioral health programs
• 401(k)
• company paid life insurance
• tuition reimbursement
• a minimum of 18 days of paid time off per year
• paid holidays