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Director, Relationship Manager

2 months ago

Des Plaines, Illinois, United States Luminare Health Full time
Job Summary

As a key member of the Luminare Health team, the Director, Relationship Manager will play a crucial role in driving customer retention, delivering exceptional customer experiences, and fostering strong account relationships. This role requires a collaborative approach, working closely with the Executive Director, HCSC Vertical Lead, to guide a team of dedicated resources in achieving business objectives.

Key Responsibilities
  • Partner with the Executive Director to lead and direct a team of Client Managers and Client Coordinators, focusing on supporting the ongoing business and operational needs of major and large clients.
  • Establish and maintain strong relationships with clients, brokers, and other stakeholders through regular communication, including phone calls, meetings, and visits.
  • Assist in problem-solving and issue resolution, ensuring timely and effective resolution of client concerns.
  • Participate in presentations, including monthly and quarterly performance results, initiative updates, renewals, and action plans, to ensure alignment with business objectives.
  • Collaborate with HCSC to identify opportunities for upsales and recommend appropriate solutions.
  • Oversee the completion and execution of Client Action Plans, ensuring alignment with business objectives.
  • Provide leadership, support, and consultation in the development, implementation, and successful execution of project plans and strategies that improve retention, client satisfaction, expense management, and profitable growth.
  • Ensure all client management communication is aligned, accurate, and appropriate, reflecting the company's values and mission.
  • Lead the client management team in providing exceptional customer service to internal and external constituents, working proactively across departments to meet client deliverables and resolve issues in a timely and equitable manner.
  • Collaborate with HCSC to identify business opportunities, promote co-sell and cross-selling initiatives, and build strong consultative selling competencies.
Requirements
  • Bachelor's degree
  • 7+ years of insurance industry experience
  • 5+ years of Client Management or related experience
  • Strong understanding of Health Benefits business strategy
  • Project Management skills, including prioritization, deadline management, and leading diverse teams
  • Effective communication and interpersonal skills, with the ability to persuade and share information concisely
  • High degree of accuracy, timeliness, and attention to detail
  • Cross-functional team building skills, with the ability to establish purpose, create strong morale, and share successes
  • Self-motivated, with a resourceful, reliable, and creative working style
  • PC literacy and Microsoft Office skills
Preferred Qualifications
  • 2+ years of team leadership experience
  • Consultative selling skills