Client Services Executive

This Client Executive manages illumifin’s strategic software client accounts in Health, Life & Annuity (HLA) and serves as Product Owner for our core platforms (GIAS & portals). The role blends commercial leadership, contract negotiation, and product stewardship—ensuring profitable performance, long-term client relationships, and delivery of modernization initiatives that align with enterprise strategy and regulatory requirements. 

You will be the executive point of accountability for client outcomes and product value—translating voice-of-customer into roadmap priorities, overseeing execution quality, and negotiating agreements that protect illumifin’s commercial and compliance posture. 

1. Client Leadership & Account Management

• Own a portfolio of strategic enterprise software clients; drive satisfaction, retention, growth, and profitable delivery. 
• Build and maintain multi-threaded relationships across IT, Operations, Actuarial, Compliance, and Finance. 
• Lead QBRs, strategic planning sessions, and executive business reviews; publish action plans and outcomes. 
• Act as a trusted client advocate while balancing what’s best for the enterprise—escalate early, resolve systematically. 

1. Product Ownership & Portfolio Leadership (GIAS & Portals)

• Serve as the internal champion for production support, new development, and strategic innovation.
• Own backlog prioritization and quarterly roadmap; drive modernization, conversions, and platform initiatives in partnership with Engineering and Operations.
• Provide deep functional guidance on GIAS capabilities, constraints, and architecture to account teams and delivery leads. 
• Define acceptance criteria, release notes, and adoption plans; track feature usage, quality signals, and time-to-value. 

1. Contract Review, Editing & Negotiation (Critical Requirement)

• Lead negotiations for new agreements, renewals, amendments, pricing models, and SOWs; ensure terms are profitable, scalable, and compliant.
• Partner with Legal, Finance, Security, and Operations to protect illumifin’s commercial and regulatory interests. 
• Review and negotiate:
• Licensing structures (SaaS, subscription, perpetual)
• Pricing, payment terms, and multi-year commitments
• SLAs, support tiers, service credits, exit provisions
• Data protection & privacy (e.g., HIPAA/HITECH, GLBA; BAAs, DPA) exit provisions
• Intellectual property ownership & usage rights
• Implementation obligations, change orders, customizations, and scope governance
• Ensure deal governance to prevent misaligned commitments and ensure delivery capacity alignment

1. Implementation & Operational Coordination

• Oversee onboarding and implementation for new accounts and expansions; ensure readiness across Operations, New Business, In-Force Admin, Claims, IT, and PMO.
• Maintain clear program communications and risk/issue logs; align timelines, dependencies, and change control. 
• Ensure cross-functional execution meets SLAs, compliance, and quality standards. 

1. Ticket & Production Management Oversight

• Provide governance over ticket workflows with Production Management; monitor trends, SLA adherence, and defect escape rates. 
• Drive root-cause analysis and continuous improvement; link signals back to roadmap and quality gates. 

1. Presales, RFIs, RFPs & Functional Advisory

• Lead or support presales with deep Health Life Annuity domain expertise; craft value narratives and demos that resonate with carriers and payers. 
• Respond to RFIs/RFPs and functional inquiries; position illumifin’s software capabilities competitively with clarity on strengths and boundaries.

1. Reporting, Analysis & Strategic Planning

• Oversee client reporting (daily/weekly/monthly) spanning operational, regulatory, and performance metrics.
• Develop joint annual plans and budgets with clients; identify opportunities for efficiency, modernization, and new services
• Publish dashboards for ARR, adoption, SLA, quality, and roadmap outcomes; drive data-informed decisions. 

1. Other duties as assigned