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

Luminare Health•Pribble, VA

20h•Remote

About The Position

At Luminare Health, employees are the cornerstone of the business and are empowered with curated development plans. The Executive Director, Client Management Hospitals and Health Systems is responsible for retaining and growing existing Luminare Health Hospital and Health Systems accounts. This role involves developing the overall strategy for the Health Systems business and ensuring the retention, upsell, and profitability goals are met or exceeded. Additionally, this leader will define the strategy, product/service offering, and go-to-market strategy while strengthening and growing distribution channel relationships. The individual will lead and mentor a team of client managers, providing guidance, support, and performance management for the hospital segment. This leader will also serve as the executive sponsor for large health system clients, providing strategic consultation, market insights, knowledge of hospital challenges, problem-solving, and handling executive escalations from clients.

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 health system industry, including market trends and strategic challenges.
Exceptional interpersonal skills with the ability to facilitate meetings, resolve conflicts, build consensus, and collaborate across departments and organizational levels.
Proven ability to build and lead cross-functional teams, foster team morale, and drive shared success.
Strong strategic thinking and problem-solving skills, with a track record of analyzing complex situations and delivering innovative, sound solutions.
Solid financial acumen, including experience with self-funded markets, health system business models, budget management, and revenue growth strategies.
Willingness and ability to travel up to 25%.
Candidate must reside in the following states to be considered: IL, MT, NM, OK, TX, IN, MO, WI, IA, KS, NC, PA.

Nice To Haves

Advanced degree in related field.
Deep experience working with broker and consultant community specifically in health system business.

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.

Benefits

curated development plans that foster growth and promote rewarding, fulfilling careers
health and wellness benefits
401(k) savings plan
pension plan
paid time off
paid parental leave
disability insurance
supplemental life insurance
employee assistance program
paid holidays
tuition reimbursement
annual incentive bonus plan