Softheon
healthcare
ClientExecutive
Neural analysis suggests this role is
optimal for Mid candidates.
“Client Executive at Softheon. Skills: Client Relationship & Issue Management, Ticket Oversight & Internal Coordination, Decision-Making & Leadership, Strategic Collaboration & Reporting, Talent Management. Develop and maintain a 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, an”
What You'll Achieve.
drive process improvements and reduce recurring problems; Ensure resolution aligns with service level agreements (SLAs) and client expectations.; enhance client experience and optimize internal processes.; attract top talent that aligns with the company's objectives and values.
Industry & Context.
Identify trends in client-reported issues and collaborate with internal teams to drive process improvements and reduce recurring problems.; Ensure timely escalation of complex issues to the Operations team while actively monitoring progress and advocating for client needs.; Make informed decisions under pressure, balancing client priorities with internal workflows.; Oversee client operations using reporting metrics, identifying opportunities for process optimization.
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., All roles require in-person attendance at our headquarters approximately 2 times per year., ET working hours required (9am-6pm ET)., Must reside in the Eastern or Central time zone., Candidates applying for this position must reside within the United States., Candidates must have valid work authorization to work in the U. S. without any current or future need for employer sponsorship.
What They're Looking For.
Must Have
Bachelor's degree is required., 2-4 years of experience in account management or client-facing role., 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., Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders., interpersonal skills for effectively handling client concerns and ensuring satisfaction., organizational and time management skills., 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 relationships and considering others needs and perspectives.
Nice to Have
Previous work experience in operations is highly healthcare or technology experience is preferred., CRM experience is preferred.
What You'll Do.
Develop and maintain a sense of urgency
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
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
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
and employee engagement.
How You'll Work.
Team & Collaboration
Collaborate with internal teams to drive process improvements and reduce recurring problems.; Act as a liaison between clients and internal teams, facilitating clear communication and driving issue resolution.; 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.; Promote values that enhance teamwork, collaboration, and employee engagement.
Communication Scope
Exceptional verbal and written communication skills, with the ability to create positive interactions with customers and internal stakeholders.; Communicate ticket statuses to clients, providing transparency and managing expectations regarding resolution timelines.; Facilitating clear communication and driving issue resolution.
Process & Methodology
Control all aspects of task execution to ensure accurate and timely completion.
Full Job Description
### 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 effectiv
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