Job Information
CVS Health Sr Mgr, IT Account Mgt in Nashville, Tennessee
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary: Sr Mgr. IT Account Mgmt. - Client Delivery Specialist II
We have an exciting opportunity at CVS Health for a SR MGR Client Delivery Specialist role!
We are looking for a resourceful individual to fill a PBM IT AM Client Services Client Delivery Specialist role. In this role, you will serve as an intermediary between the IT organization, the client, and other internal functional areas, predominantly Sales, Account Management, Operations, and Implementations. You will have the opportunity to use your management, communication skills, organizational skills, and logic to lead various efforts for the client team, which will have a profound impact on the company.
As the Client Delivery Specialist II, you will:
Communicate and influence at all levels of the organization.
Manage initiatives and team members that will span across all of technology teams.
Work with various teams ranging from the business to infrastructure.
Define and document custom client software enhancements and IT solutions.
Ensure internal quality assurance reviews, post implementation support, and risk mitigation plans are in place.
Act as a lead for the production team and manage stake holder communications including client facing communications and SLAs.
Drive ticket escalations to address concerns in a timely manner through the appropriate channels.
Provide and maintain on-call support plans for the team.
Partner with other enterprise teams like infrastructure, quality, change management, incident management etc. for issue resolution.
Facilitate meetings with both technical and business audiences, often across multiple functional departments.
Prepare material and presentations for the client team in a way that adds value, is easily understood by others who may not have the same background or expertise.
Exhibit decisiveness and good judgment, even in ambiguous circumstances.
Apply continuous effort to improve processes and remove inefficiencies to help the IT Client Services team across all client support teams and areas.
The position will be two-fold:
Client/Account Team focus: You will act as a single liaison and advocate between IT and the Account Management Team, managing IT critical issues to their resolution. You will collaborate with all key players involved to drive efforts internally until the client’s IT needs and requests are identified and addressed through internal systems/organizations. By gaining knowledge of your client’s custom IT work, you will provide IT support and analysis to the client and business. By ensuring that your client’s Service Level Agreements (SLA’s), PGs, and IT Commitments are understood through contract review and met, you will improve and further develop the relationship between CVS Health and their clients. You will be responsible for communicating scheduled and unscheduled application outages to your client.
IT focus: You will define and lead client software customization projects per client requests. You will assist with Welcome Season / Go-Live activities by attending Business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs. You will also assist with reviewing client contracts for IT commitments. You will need to be engaged with the service warranty and CAP (corrective action plan) process when impact requires an IT solution. You should understand how the client connects to the various applications they use and be able to conduct a high-level discussion on each of the applications, including knowledge of the data flow through the applications and systems and technical understanding of process and procedures. This position may require occasional after-hours client implementations validation and incident management support.
To be considered, you will need: - Exceptional customer service and client management skills.
- Strong conceptual thinking skills with an ability to proactively problem solve, recommend solutions, and intuitively prioritize business issues in a large enterprise matrixed organization. -Demonstrated ability to build partnerships and foster collaboration and influence others.
-Demonstrated ability to define and document business processes and software customization obligations.
Additional responsibilities include: * In addition to supporting your client, you will look for ways to improve processes and remove any inefficiencies to help the IT CSA team overall. * Providing your account team with critical maintenance and release information.
Providing IT support to internal teams regarding clients’ inquiries and issues
Providing innovative and proactive solutions to your client’s complex IT problems * Driving ticket escalations to address concerns in a timely manner through the appropriate channels. * Advocating for the client internally with other business units including Dev/QA/Govt Services, etc. to make sure the client's needs are met in a timely manner with high quality. * Other duties as requested.
Required Qualifications:
7+ years of professional business experience (IT, finance, consulting, or similar experience) working in a complex matrixed environment spanning technical, leadership and project management disciplines.
7+ years of PBM systems/applications experience
7+ years of demonstrated experience with spreadsheets, databases, and presentation software, including a strong working knowledge of MS Word, Excel, Access, and PowerPoint
5+ years defining and documenting custom IT solutions.
5+ years working directly with clients in a customer service or IT related role .
3+ years sharing technical and business guidance with other team members, IT groups, senior leaders, and business partners.
3+ years of demonstrated increasing responsibility roles in corporate or healthcare environments.
Experience with client management, project/program management, SDLC, and/or customer interactions.
Experience in building a network of connections across multiple functions/silos to assist with navigating internally to meet the client's needs
Must be comfortable managing multiple tasks simultaneously and with the flexibility to adjust priorities to meet deadlines with initiative and sense of urgency
Preferred Qualifications:
7+ years of PBM systems/applications experience
Master’s degree in information technology, Information Management, Information Services, or MBA
Understand the internal CVS Health processes around testing, release and change management processes.
2+ years of Business Analyst experience or similar work experience
Proven critical thinking skills, cause-effect understanding, and analytical mindset
Strong communicator, both verbal and written, with the ability to influence across functions and at all levels of an organization
Demonstrated presentation skills and ability to develop clear narratives out of complex ideas and circumstances for an executive audience
Highly organized and able to provide positive leadership across multiple cross-functional teams in a fast-paced, complex working environment demonstrating a high level of independent judgment and proactivity
Education:
Bachelor's degree in Computer Science, Business Administration, Engineering or related discipline with information technology focus or equivalent work experience.
This position could be located in the Buffalo Grove-IL, Richardson-TX, Irving-TX, Woonsocket-RI, the Scottsdale-AZ offices or Work At Home (virtual).
Business Overview: CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers. CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW (https://jobs.cvshealth.com/job/woonsocket/process-innovation-senior-advisor/5770/3985685) Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking AA EEO CVS Health (https://jobs.cvshealth.com/job/woonsocket/process-innovation-senior-advisor/5770/3985685) For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/
Pay Range
The typical pay range for this role is:
$67,900.00 - $149,300.00
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. This position also includes an award target in the company’s equity award program. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits
We anticipate the application window for this opening will close on: 06/20/2024
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.