Your role is to make our customers successful through their use of Lumeon’s care journey orchestration platform and our holistic approach to healthcare delivery. You will work extremely closely with the customer to ensure they get the most from their Lumeon investment. You will be the voice of the customer internally to ensure that Lumeon prioritize and resolve any issues with speed and efficiency. Ultimately your success will be measured in 3 ways; Customer Satisfaction, Customer Bookings & Customer Revenue. Please note that this is a remote position.

Key Responsibilities

1. Advocate across the customer acting as a cheerleader for Lumeon. Explain how our platform works and the benefits it can provide to their business.

2. Onboard new customers. Carefully handhold new customers through their initial engagement with Lumeon. Ensure that KPIs are established per pathway, measured and progress clearly communicated back to the customer.

3. Manage renewals. Keep track of customer renewal dates and follow up with customers to renew their contracts to maintain high customer retention rates.

4. Encourage upsells and cross-sells. Use your rapport with the customer, to build-out a funnel of upsell and cross-sell opportunities. Work closely with the specialist Lumeon sector sales teams to close these opportunities out.

5. Foster relationships between the customer and the Lumeon supporting teams. Ensure technical issues are addressed to the appropriate Lumeon teams.

6. Be the voice of the customer and advocate internally for their needs. Manage regular customer surveys to gain an in-depth understanding of their likes and dislikes. Organize, analyze, and share this information with other Lumeon departments to ensure our decisions always consider the voice of the customer.

7. Financially forecast customer growth. Understand and forecast existing pathway growth and new pathway uptake. Ensure that Lumeon finance understand these forecasts and bill and plan appropriately.

8. Understanding of the costs of servicing the customer and work with finance to build each customer a P&L against which we manage our commercial decisions.

9. Implement quarterly business reviews with the customer to build a trusted partnership. Jointly articulate the pathway roadmap with the customer. Review the customer surveys and present a plan of action with the relevant Lumeon departments to resolve any issues.

10. Build and maintain an account plan for each customer.

Essential Experience

• At least 5 years’ experience working with some of the following: hospitals, ambulatory centers, surgery centers, and physician medical groups.
• You will be comfortable presenting the company to C-level executives.
• Proven business development credentials with relationship and solution selling experience.
• Experience in quickly identifying client needs and intelligently positioning solutions to address them, leveraging team members to support you.
• 5+ years of digital health experience, preferably introducing new solutions.
• BS/BA degree or equivalent of experience; MBA preferred, but not required
• Track record of success in building relationships and presenting to C-Level
• Excellent listening and presentation skills
• Ability to travel, potentially 40% of the time
• Demonstrated success working responsibly and effectively in home office
• Effective time management, and prioritization skill
• Good computer skills (Internet, Excel, PowerPoint, Word, CRM Programs)

Any Additional Requirements

• BS/BA degree or equivalent of experience; MBA preferred, but not required
• Track record of success in building relationships and presenting to C-Level
• Excellent listening and presentation skills
• Ability to travel, potentially 40% of the time
• Demonstrated success working responsibly and effectively in home office
• Effective time management, and prioritization skill
• Good computer skills (Internet, Excel, PowerPoint, Word, CRM Programs)

Personal Qualities

• You are highly motivated to achieve sales targets.
• You are highly respected and trusted by the clients you work with.
• You are a problem solver.
• You effectively choregraph company resources to achieve your goals.
• You are expert at identifying and working with key client stakeholders.
• You maintain the highest standards of integrity and respect for co-workers, customers and prospects.

Core Benefits

• Healthcare plans
• Company contribution rate: 80% for employee only or family plan
• Monthly medical waiver allowance for those who opt out of our medical plan
• Flexible work environment
• Manager support for well-being
• Flexible time off policy, plus 5 sick days
• 10 paid national holidays
• Pre-tax commuting options
• 401(k) with 5% match
• Parental leave
• 10 weeks of paid leave to recover from childbirth
• 2 weeks of paid parental leave to bond with a new baby
• Life and AD&D insurance
• Employee assistance program
• Access to Perkbox - a benefits (perks & wellness) and engagement provider
• Flexible Spending Account
• Learning and Development Program

Voluntary

• Supplemental life and AD&D insurance
• Legal assistance
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance