Client Executive

Job Title:?Client Executive Team:?Client Success Job Location:?Remote

About Us Join us in revolutionizing healthcare! We build software that simplifies the process of choosing the right health insurance for individuals. Our solutions help our health plan and government customers with the administration, reporting, and operational requirements of their plans. By tackling the complexities of enrollment, administration, renewal, billing, and more, we enable our customers and partners to concentrate on advancing their core missions.

Our Company Culture Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and?expertise, which?drive?us closer to our goals. At Softheon, our mission is making healthcare more affordable, accessible, and plentiful for every American. Our vision is that everyone can access and choose the healthcare they need.

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. A successful Client Executive at Softheon will have a passion for understanding software solutions and how they can?impact?our client's current and future operations. A major focus of this role involves connecting quickly in a?poised, and?enthusiastic way working cooperatively with and through people?in order to?complete tasks and motivate teams. If you have a knack for understanding people well and using that understanding effectively in motivating and persuading others to act, this is the role for you. This is NOT a sales role. Requirements You Will 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.?

• 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). These visits are essential for team collaboration, strategic planning, and fostering deeper connections across the organization. Travel arrangements will be supported to ensure a seamless experience.?

• ET working hours required (9am-6pm ET).

• Must?reside?in the?Eastern or Central time zone.?

You Have Education?

• 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.

• 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.

• Strong sense?of urgency, initiative, and drive to get things done correctly, with emphasis on working with and through people in the process.?

• High attention to detail and accuracy.?

• Demonstrates empathy and understanding, building strong?relationships?and considering?others?needs and perspectives.

• For this position we offer a base pay of?$60,000-$70,000,?plus equity (when applicable), variable/incentive compensation, and benefits. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as candidate location, qualifications, skill level, and competencies.?

• 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?

*Please note that candidates applying for this position 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.

Join Softheon, and together,?we'll'shape the future of healthcare in America. Are you ready to make a difference? Join us at Softheon and help revolutionize healthcare for all.

At Softheon, we embrace and celebrate diversity in all its forms as an equal opportunity employer. We strongly believe that employing a diverse workforce is key to our success. Our recruitment and hiring decisions are made solely?on the basis of?each candidate's qualifications, experience, and skills. We highly appreciate your dedication to our shared mission of making healthcare more affordable, accessible, and plentiful. Join us in our journey towards continually building a diverse and inclusive workplace, where everyone's contributions are valued, respected, and celebrated. Employment with Softheon is at-will, which means either the employee or Softheon may?terminate?the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job description or in any document or statement shall be construed to constitute a guarantee of employment for a specified?period of time.