Lumary

Director

• Own the P&L for the RCM Services business unit — revenue, margin, cost-to-serve, and utilization targets.
• Set the multi-year strategy for the RCM Services offering, including which service tiers, segments (e.g. ABA, adjacent specialties), and commercial models the business will pursue.
• Define and evolve the service offering catalog (e.g. full-service RCM, hybrid models, advisory engagements, denial management, credentialing support).
• Partner with Sales, Marketing, and Customer Success to support GTM motions — pricing, packaging, scoping, contracting, and positioning of RCM Services.
• Engage directly in pre-sales for strategic and complex deals; ensure scope and commercials reflect what RCM Services can deliver profitably.
• Manage the RCM Services pipeline alongside GTM leadership — forecasting onboarding capacity, sequencing new customer ramps, and protecting delivery quality during growth periods.
• Define ways of working across the RCM Services team — operating cadence, performance management, SLAs, escalation paths, and quality standards.
• Determine the team's operational requirements: headcount plan, role design, geographic footprint, and skill mix needed to meet current and forecasted demand.
• Build the resourcing model that ties customer book-of-business to staffing levels and margin targets.
• Partner with the VP of Product to define what RCM Services needs from the Lumary platform — automation priorities, billing/claims tooling gaps, reporting requirements, and AI/workflow opportunities.
• Translate operational pain points into a prioritized technology roadmap input; act as the executive sponsor for RCM-facing platform investments.
• Champion adoption of platform improvements within the RCM Services team to drive cost-to-serve down over time.
• Own senior-level customer relationships across the RCM Services book; act as the executive sponsor for the most strategic accounts.
• Personally own customer escalations — get into the details of operational, billing, or relationship issues when needed to protect retention and reputation.
• Ensure customer KPIs (clean claim rate, days in AR, denial rate, collection rate, etc.) are tracked, reported, and improving across the portfolio.
• Lead, coach, and develop the RCM Services leadership team, including the Director of Revenue Cycle Management billing services.
• Build a performance culture grounded in customer outcomes, financial discipline, and continuous improvement.

Senior Director – Revenue Cycle Management Services

Account Manager

• Manage a portfolio of existing mid-market and enterprise customers, acting as a key commercial and relationship contact post-implementation.
• Build strong, credible relationships with a range of customer stakeholders, including operational users, customer leaders, and executive sponsors.
• Develop a deep understanding of each customer’s business model, priorities, challenges, and growth plans.
• Lead regular account check-ins, quarterly business reviews, and strategic conversations to ensure customers are seeing value from the partnership & review outcomes, adoption and usage insights, roadmap alignment, risks, and agreed priorities for the next quarter.
• Maintain a clear view of customer sentiment, risks, priorities, and opportunities across your portfolio.
• Act early on indicators of disengagement, dissatisfaction, or commercial risk, partnering internally to support recovery plans where needed.
• Identify and progress expansion opportunities, including upsell and cross-sell pathways, based on customer needs, platform usage, business maturity, and strategic priorities.
• Use customer data, usage trends, support themes, and market context to shape account strategy and prioritisation.
• Work with Product and Delivery teams to communicate customer feedback, advocate for customer needs, and support realistic expectation-setting.
• Identify opportunities to strengthen customer advocacy, including references, case studies, testimonials, event participation, and peer introductions.

Account Executive

• Own and drive the full sales cycle for new business opportunities, from prospecting and qualification through to proposal, negotiation, and close.
• Build and manage a healthy pipeline of enterprise and mid-market opportunities across target customer segments.
• Identify new opportunities through outbound prospecting, inbound lead follow-up, referrals, and industry networking.
• Build trusted relationships with prospective customers by understanding their strategic priorities, operational challenges, and desired outcomes.
• Run discovery conversations that uncover both explicit needs and underlying business drivers.
• Partner closely with Services, Customer Success, Product, and other internal teams to deliver a smooth pre-sales, onboarding, and handover experience.
• Strengthen brand awareness and pipeline generation through thoughtful external engagement and relationship building.
• Represent the company at industry events, webinars, conferences, and networking forums.
• Capture and communicate customer and market feedback to help influence product development and roadmap priorities.
• Actively participate in QBRs and share your learnings of the previous quarter.

Senior Director – Revenue Cycle Management Services

Account Manager

Senior Account Executive