Executive Director, Client Management – Hospitals and Health Systems

Role Overview

• Develop and execute the Luminare Health Hospital strategy and product roadmap.
• 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.
• Represent the client's perspective within the organization.
• 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.

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%.
• Demonstrated consultative selling skills.
• Advanced degree in related field.
• Deep experience working with broker and consultant community specifically in health system business.

Benefits

• 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
• other incentives