Executive Director, Client Management Hospitals and Health Systems- Luminare Hea

At Luminare Health, our people are what set us apart. Their expertise, dedication, and passion for service excellence are the foundation of our success.

We're committed to helping our employees grow through thoughtful development opportunities, meaningful work, and a culture that values collaboration and continuous improvement. When you join Luminare Health, you join a purpose-driven team focused on making healthcare simpler, better, and more affordable.

Job SummaryThe role of the Client Management Health Systems Lead is to retain and grow existing Luminare Health Hospital and Health Systems accounts. This role is responsible for developing the overall strategy for Health Systems business and ensuring the retention, upsell and profitability goals are met or exceeded. In addition, this leader will define the strategy, product / service offering and go-to-market strategy while strengthening and growing distribution channel (brokers, consultants, etc.) relationships that accelerate growth and opportunities. This individual will lead and mentor a team of client managers, providing guidance, support, and performance management that supports the hospital segment of the business. This leader will have responsibility for being the executive sponsor for large health system clients, which includes providing strategic consultation, market insights, knowledge of hospital challenges, problem solving and executive escalations from the clients.Job Responsibilities:

• Develop and execute the Luminare Health Hospital strategy and product roadmap in partnership with the Executive Director of Strategic Partnerships, the VP of Client Management and the Chief Growth Officer.

• Serve as the Executive Sponsor to large, complex Hospital System clients. Engage with the clients at a strategic level helping them execute on their strategic priorities.

• Work closely with Client Managers and Relationship managers on day-to-day client/broker issues as well as high priority issue resolution. Address and resolve complex client issues with a sense of urgency by assisting with escalations, ensuring client satisfaction and loyalty.

• Lead and mentor the client management team, ensuring effective guidance, performance oversight, and adequate staffing. Collaborate with training and compliance to support onboarding and continuous education, including industry updates, regulations, and product trends. Monitor KPIs to drive client satisfaction, retention, revenue, and service excellence.

• Provide high level of customer service to all internal and external constituents by working proactively across department to meet client deliverables as well as providing timely and equitable issue resolution. Represent the client's perspective within the organization, ensuring their needs are understood and addressed by various departments.

• Collaborate cross-functionally with sales, marketing, and product teams to deliver a seamless client experience. Partner with sales to understand prospect needs, tailor solutions, and support finalist presentations and RFP responses.

• Lead market-based planning for the client engagement team, evaluate RFP performance, and gather market insights to inform product, process, and technology enhancements. Establish a framework to capture and act on feedback related to offerings, pricing, and contracts.

• Build and nurture strong relationships with key clients and brokers, acting as a trusted advisor and advocate for their needs within Luminare Health. Identify and pursue new business opportunities within existing client relationships and through new client acquisition.

• Other duties as needed/assigned.

Job Requirements:

• Bachelor’s degree in a related field.

• Minimum of 12 years of leadership experience in client management, ideally within a complex or regulated environment, preferably in healthcare.

• Direct experience working within a hospital or health system.

• In-depth knowledge of the hospital and healt...