Client Relationship Manager

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Client Relationship Manager

Job Information
Author pmnationtalk
Date May 1, 2021
Deadline Open
Type Full Time
Company Express Scripts Canada
Location Mississauga, ON
Category Manager
Client Express Scripts Canada
Contact Information
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The Client Relationship Manager in Customer Services is responsible for supporting the Account Management team with daily account activity and operational needs to ensure relationships with customers are effectively maintained. The primary focus for the position is executing client-specific operational deliverables, monitoring service trends, providing proactive service-related consultation, and owning issue resolution. The Client Relationship Manager is the day-to-day client contact for the client and is accountable for all operational deliverables as assigned.


  • Assist the Account Management team by providing customer-facing support. Maintain ownership for assigned service/operational deliverables and ensure operational/service excellence.

  • Build and maintain trusting and open relationships with the customers.

  • Coordinate deliverables with internal operational departments to ensure customer satisfaction and loyalty. Escalate issues when appropriate to drive recovery effort.

  • Assist with proactively monitoring and identifying service trends to allow for immediate resolution of any service issues.

  • Attend Validation and Drug Exception Committee monthly meetings and manage action items on behalf of Express Scripts Canada (ESC) with Customers.

  • Provide support to Account Manager on various strategic initiatives and promotion of ESC’s products to the marketplace.

  • Manage customer communications to ensure consistency of customer appropriate messaging.

  • Establish relationship as first point of contact for benefit inquiries including analysis requests, customer projects and product offerings.

  • Manage customer billing to ensure revenue is optimized

  • Facilitate and attend various internal and external meetings with Senior Account Manager

  • Participate in various projects as assigned


  • Bachelor’s degree or College Diploma in relevant discipline or equivalent work experience

  • 2 – 5  years of relevant experience in a business to business service relationship

  • Excellent verbal and written communication and presentation skills

  • Proficient PC skills, namely with applications such as Microsoft Office PowerPoint, Word, Excel, Outlook

  • Demonstrated strong analytical, problem solving and critical thinking skills

  • Excellent Customer Service capabilities with a strong focus on customer satisfaction and customer retention

  • Ability to multitask and prioritize based on urgency

  • Established organizational skills with attention to detail

  • Demonstrated ability managing projects, utilizing proven project management processes

  • Ability to work cross-functionally in a fast-paced environment to proactively communicate and resolve issues with the highest sense of urgency

  • Confidence to question and challenge the status quo in order to achieve optimal outcomes

  • Knowledge of the healthcare, Group Benefits or Pharmacy Benefit Management industry is an asset

  • Ability to work a flexible schedule to accommodate face to face meetings

  • Occasional travel is required

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada’s leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

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