Associate Account Manager, Commercial Market Account Team Support - Express Scripts - Hybrid

* This job can be filled to align with any Cigna/Evernorth multifunction office location*

The Associate Account Manager (AAM) provides operational and data-focused support to the account teams of assigned clients and coalitions. The AAM manages reporting requests, submits and monitors operational cases and service tickets, supports client-access requests, researches account-specific issues, and manages work received through assigned shared mailboxes. The AAM works across multiple systems, tools, and data sources to complete operational deliverables, identify service trends, support issue resolution, and respond to evolving account-team and business needs.

The AAM provides direct client support when appropriate but primarily supports account teams through operational execution, reporting, research, systems navigation, and issue resolution. To function effectively in this model, the AAM must collaborate with the Account Manager, Account Executive, Clinical Account Executive, and internal operational partners to successfully service the entire book of business. The primary measures of the AAM's performance are operational execution, accuracy, follow-through, and account-team and client satisfaction.

• Manage day-to-day account-team and client requests and provide direct client support when appropriate.
• Maintain ownership of assigned operational deliverables and ensure accuracy, quality, timely completion, and appropriate follow-through.
• Monitor service trends, risks, and operational concerns and recommend practical solutions, process improvements, or workflow efficiencies.
• Manage standard, recurring, non-standard, and ad hoc reporting requests and ensure accurate, quality, and timely delivery.
• Submit, monitor, and follow through on operational cases, service requests, and tickets; partner with internal teams to obtain resolution; and elevate barriers as appropriate.
• Manage work received through assigned shared mailboxes; triage requests, maintain organized follow-up, monitor outstanding items, and drive work through completion.
• Research and resolve operational requests across areas such as billing, rebates, client access, file feeds, eligibility, compliance reporting, and other account-specific service needs using multiple systems, tools, and internal resources.
• Collaborate with account teams and internal partners to resolve issues, coordinate deliverables, support ad hoc projects and evolving business needs, and elevate risks when appropriate.
• Provide cross-coverage across assigned accounts and shared mailboxes while adapting to changing workload and maintaining service quality and timely follow-through.

• Bachelor’s degree in a related field or 2+ years of relevant experience.
• Strong technology skills, including Microsoft Excel, Outlook, Word, and PowerPoint, with the ability to quickly learn new systems, tools, processes, and account-specific requirements.
• Strong analytical and problem-solving skills with the ability to research unfamiliar issues, identify improvement opportunities, and recommend practical solutions.
• Excellent verbal and written communication skills with the ability to communicate effectively with account teams, internal partners, and clients when appropriate.
• Self-driven and accountable, with the initiative and follow-through to identify next steps, manage multiple priorities, meet deadlines, and drive work through completion.
• Comfortable working with ambiguity, changing priorities, and complex or unexpected challenges while remaining organized and solution-focused.
• Ability to collaborate cross-functionally, coordinate deliverables across multiple stakeholders, and proactively communicate or elevate risks and barriers.
• Curious and committed to continuous development, with the willingness to expand skills, learn new areas of the business, and take on increasingly complex or unfamiliar responsibilities.
• Knowledge of the healthcare and PBM industry preferred, with a strong commitment to account-team and client satisfaction and overall book-of-business success.

As a member of the Sales and Account Management team within the Commercial Division, the AAM provides operational and data-focused support to account teams and their clients. The AAM partners across the organization to complete reporting, research operational questions, coordinate service requests, and support the successful delivery of account-specific commitments.

If you will be working at home…