At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

• In partnership with account managers and Region Client Operations Leads, have critical conversations with clients about timing and expectations for problem resolution and what requests we are not able to meet.
• Partner with senior account management leaders and regional leadership to maintain client priorities.
• Break ties for prioritization when there are multiple demands for work to maintain client satisfaction.
• Prioritize client issues to maximize business success balanced with client and member satisfaction.
• Support new client and program implementations.
• Leads a team of Analysts and successfully coaches, manages performance and develops the team
• Builds and maintains strong relationships with key stakeholders to ensure alignment of efforts and coordination to drive outcomes and effective client communication
• Responsibilities for the team that the Manager will have oversight for include:
  • Reconciliation efforts to ensure all client deliverables meet or exceed SOW requirements
  • Oversee client meeting documentation: data entry, meeting minutes, action items in support of Client Success Managers and Executives
  • Oversight of the client direct mail campaigns
  • Monitor success and serve our clients through managing and the completion of several ad-hoc reporting projects
  • Quality assurance for reports and deliverables; report manipulation based on client requirements
  • Forecast and communicate updates and escalations with internal stakeholders in support of client programs
  • Ticket submission and tracking for client requests directly related to the success of the program
  • Manage process for internal tracking, documentation, and client response formulation for member grievances
  • Backup support and account coverage in the absence of the Client Success Executive or Manager to ensure an internal resource is available at all times

• 2 or more years of Regional or National level, premier client facing experience is required
• 4+ years of relevant work experience with people leadership experience
• Proven track record of reviewing and organizing data in Excel
• Experience using Google Suite (Gmail, Sheets, Slides)
• Ability to clearly articulate via verbal and written communication
• Experience managing tight timelines, deliverable schedules and a diverse set of internal stakeholders to meet expectations even without explicit control of all inputs needed

• Bachelor’s degree in business, economics, operations management or related field
• An equivalent combination of training and experience is also acceptable instead of a degree
• Self-starter and able to work independently in a fast-paced environment

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.