Senior Director Client Management

Senior Director Client Management – Luminare Health

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At Luminare Health, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose‑driven company that will invest in your professional development.

The Head of Client Management will play an integral role in the growth and success of Luminare Health, the region, and the Client Management team. This individual will provide strategic thought leadership, new product and/or initiative rollout, and team leadership for their region, and the broader Luminare Health organization. This position will be responsible for the development of the regional client management budget, staff modeling, and goal setting, aligned with the goals and direction of the organization.

This position will also require primary oversight of a small book of self‑funded clients. In addition to working closely with the entire Client Management team, Luminare Health departments, consultants, and vendors, the Head of Client Management will have the personal responsibility for one key regional client.

• Providing strategic thought leadership and direction for the region and Luminare Health focusing on: setting the strategy, and direction to drive high levels of service and retention for all clients within the region.
• Analyzing monthly reports, industry and client specific results to proactively identify trends, and setting appropriate direction.
• Being the “face of Luminare Health” within the market, and with clients, providing direction, establishing credibility and trust, and representing the best interests of Luminare Health.
• Proactively addressing issues, and communicating findings and suggestions to clients and the senior management team.
• Attending annual renewal meetings, assisting with relationship development with clients and brokers & attending meetings with regional president and client managers to review renewal strategy.
• Providing ongoing support, direction, and leadership to the entire Client Management Team consistent with the Luminare Health Business Philosophy.
• Assigning and monitoring CM, CC and Sales/Marketing workloads.
• Facilitating the ongoing education and development of the Client Management staff regarding industry trends, regulatory changes, and new product designs and features.
• Supporting the Client Management team with new client implementations process by working collaboratively with other Luminare Health functions, adhering to project plans, timetable, and providing direction to ensure a smooth and seamless transition.
• Personally providing client management support to key Luminare Health Client(s): functioning as the key point of contact, providing consultative support, a high level of customer service, and working proactively across Luminare Health departments to meet client needs, and resolving client issues in a timely and equitable way.
• Ensuring strong client relationships are established and maintained through personal contact with clients, phone calls, visits, or entertaining.
• Analyzing monthly reports, proactively addressing issues, and communicating findings and suggestions to clients.
• Driving upsales of products and services as appropriate.
• Performing other duties as needed/assigned.

• 7+ years Client Management experience
• Previous experience managing a Client Management team
• Possess keen understanding of Luminare Health business strategy
• Project Management: prioritizes process, establishes and meets deadlines, manages a diverse group of individuals to meet time critical deadlines and complete tasks
• Communication
  
  Skills:
  
  demonstrates effectiveness in both written and verbal skills, is able to effectively persuade, shares information in a concise manner
• Interpersonal
  
  Skills:
  
  relates well to all kinds of people, inside and outside of the organization; builds appropriate rapport; uses diplomacy and tact; can diffuse high tension situations…