Client Executive

About the role

We are looking for a Client Executive to join our team in exploring new frontiers and expanding our external communication about the technical visions and market solutions we are developing. As a Client Executive you will be responsible for articulating the status of your client's current operations as well as engaging in opportunities to offer new business initiatives based on the technical development at Softheon and the needs of our clients.

Responsibilities

• 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.

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.

Skills

• Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders.
• Strong interpersonal skills for effectively handling client concerns and ensuring satisfaction.
• Strong organizational and time management skills.
• A strong sense of urgency, initiative, and drive to get things done correctly, with emphasis on working with and through people in the process.
• A high attention to detail and accuracy.
• Demonstrates empathy and understanding, building strong relationships and considering others' needs and perspectives.

Talent Management

• 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.

Benefits

• Comprehensive compensation and benefits package including: base pay of $60,000-$70,000, plus equity (when applicable), variable/incentive compensation, and benefits.
• 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.

Qualifications

• Must reside within the United States.
• Eligibility to work in the U.S.: We are unable to sponsor or assist with visa-related processes. Candidates must have valid work authorization to work in the U.S. without any current or future need for employer sponsorship.