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

• Client Relationship & Issue Management
• 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.
• Ticket Oversight & Internal Coordination
• 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.
• Decision-Making & Leadership
• 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.
• Strategic Collaboration & Reporting
• 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.
• 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.

Additional Responsibilities

• 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).