Client Experience Consultant, State of TN

The job profile for this position is Client Account Support Lead Analyst, which is a Band 3 Senior Contributor Career Track Role.

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Role Summary

The Client Experience Consultant partners with the Account Executives to drive retention and growth by helping the client/s optimize the value they realize from Cigna's products and services. They do this through execution and coordination of activities in support of client operational, health & wellness and service needs.

Essential Functions & Scope of Role

• Support Account Executives strategic selling approach that best demonstrates Cigna Healthcare's value  
• Develop/Maintain a 'Trusted Partner' relationship with Account Executive/s
• Fully understands client needs, develops and executes (in conjunction with internal partners) on actions that addresses the client issues. 
• Maintain in-depth knowledge of Cigna products/solutions/services across all product lines (Dental, Behavioral, Pharmacy, Medical, Clinical, and Wellness & Incentives) 
• Effectively leverage Expert Advisors (e.g. Client Service Executive, Implementation Manager, Strategic Wellbeing Advisors and others) to deliver on client expectations  
• Ensure all communications are clear/concise and delivered in a timely and consistent manner aligning with Cigna's strategy and value proposition – may require broad organizational collaboration, influence, and escalation.

Client Specific Functions & Scope of Role

• Serve as one of the points of contact for the State of Tennessee, ensuring seamless collaboration with the assigned Account Executive and matrix partners to meet all contractual performance guarantees.
• Partner closely with The State of Tennessee and the other State of Tennessee vendors (non-Cigna) to facilitate timely and accurate data exchange, ensuring compliance with contract requirements and supporting integrated care delivery.
• Own and manage all contractual required reporting for the State of Tennessee, including weekly, monthly, quarterly, bi-annual, and annual deliverables.
• Monitor and track performance metrics, proactively identifying risks to guarantee achievement and implementing corrective actions as needed.
• Facilitate regular touchpoints and strategic meetings with stakeholders to review performance, share insights, and align on priorities.
• Ensure timely escalation and resolution of issues impacting service delivery, member experience, or contractual obligations.
• Collaborate with internal teams (clinical, operations, analytics, etc.) to ensure alignment and execution of State-specific initiatives and reporting needs.
• Maintain deep knowledge of the State of Tennessee contract, including all performance guarantees, reporting requirements, and vendor coordination expectations. 
• Works with State of TN and internal matrix partners on Legislative, Bills, and Compliance requests while Legislation is open and in session. 
• Responsible for managing and working with COE department to fulfill all meeting requests by various State of Tennessee agencies as per contract.

Qualifications

• Bachelor's degree preferred.
• Experience in health-related industry required; to include many or all the following: product knowledge, sales practices, account management and knowledge of administrative operations.
• Knowledge of Cigna funding options, benefits structure, and platforms are preferred.
• Ability to manage through systems and influence both external clients/brokers and internal matrix partners.
• Salesforce & KnowledgeXchange experience preferred.
• Strong Word, Excel, PowerPoint, SharePoint, Outlook skills required.
• Strong oral and written communication skills required.
• Strong presentation skills required.
• Demonstrated planning/organizational skills; ability to plan for both the long and short term; ability to work on many issues at once and to prioritize work required.
• Must reside in local market and ability to commute to local Cigna office.

Competencies

• Manages Ambiguity: Operating effectively, even when things are not certain or the way forward is not clear.
• Decision Quality: Making good and timely decisions that keep the organization moving forward.
• Action Oriented: Taking on new opportunities and though challenges with a sense of urgency, high energy, and enthusiasm.
• Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational dynamics.

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.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.

Please note that you must meet our posting guidelines to be eligible for consideration.  Policy can be reviewed at this link.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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