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Softheon logo
Softheon

Cloud Solutions that Simplify Operations for Health Plans and Gov't Health Agencies https://www.softheon.com/connector/

Client Executive

Location

Florida + 3 moreAll locations: Florida | Illinois | Pennsylvania | Texas

Posted

96 days ago

Salary

$60K - $70K / year

Seniority

Mid Level

Bachelor Degree2 yrs expEnglish

Job Description

Client Executive

Softheon

• Develop and maintain a strong sense of urgency, initiative, and drive to get things done correctly, emphasizing working with and through people in the process. • Serve as the primary point of contact for clients, managing back-to-back meetings to discuss and prioritize their concerns, open tickets, and enhancement requests. • Communicate ticket statuses to clients, providing transparency and managing expectations regarding resolution timelines. • Identify trends in client-reported issues and collaborate with internal teams to drive process improvements and reduce recurring problems. • Maintain continuous visibility into the internal ticketing system throughout the day, reviewing new tickets for accuracy and priority before triaging them to the appropriate teams. • Ensure timely escalation of complex issues to the Operations team while actively monitoring progress and advocating for client needs. • Follow up on outstanding tickets to ensure resolution aligns with service level agreements (SLAs) and client expectations. • Act as a liaison between clients and internal teams, facilitating clear communication and driving issue resolution. • Make informed decisions under pressure, balancing client priorities with internal workflows. • Control all aspects of task execution to ensure accurate and timely completion. • Oversee client operations using reporting metrics, identifying opportunities for process optimization. • Participate in and contribute to monthly Executive Steering Committee presentations with client leadership teams. • Provide insights on ticket resolution trends and client concerns to inform strategic decisions. • Collaborate cross-functionally with Operations, Product, and Support teams to enhance client experience and optimize internal processes. • Collaborate with the Talent team to actively engage in the hiring and recruitment process, including but not limited to participating in interviews. • Leverage industry networks and expertise to identify and attract top talent that aligns with the company's objectives and values. • Provide guidance and mentorship to team members within your department and across diverse functions. • Play an integral role in shaping and reinforcing the overall company culture, promoting values that enhance teamwork, collaboration, and employee engagement. • Must be available for on-call duty during peak periods, providing support outside of regular working hours as needed to ensure the timely resolution of critical issues. • Availability to travel up to 10%, as needed. • Although we work in a remote-first environment, all roles require in-person attendance at our headquarters approximately 2 times per year (in addition to other travel requirements for this specific role, if applicable).

Job Requirements

  • Bachelor's degree is required.
  • 2-4 years of experience in account management or client-facing role.
  • Previous work experience in operations is highly desired; healthcare or technology experience is preferred.
  • Lean Six Sigma Green Belt certification (must be willing to complete certification within first 90 days of employment, if not already certified).
  • Advanced knowledge of MS Office: Specifically, Excel and MS Word.
  • CRM experience is preferred.
  • Must reside in the Eastern or Central time zone.

Benefits

  • Softheon offers every full-time employee a comprehensive compensation and benefits package including:
  • For this position we offer a base pay of $60,000-$70,000, plus equity (when applicable), variable/incentive compensation, and benefits.
  • Work from your home company with a one-time home office stipend
  • Comprehensive benefits package that includes health, vision and dental coverage for you, your spouse and dependents
  • Additional benefits, including a monthly wellness stipend and internet stipend, 401K w/ a match; immediately vested, employee assistance program, disability/life insurance, and parental leave
  • 15 days to discretionary PTO based on YOS
  • 9 additional paid holidays
  • Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities

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