Softheon

Client Executive

Softheon

full-time

Posted on:

Location Type: Remote

Location: Florida • Illinois • United States

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Salary

💰 $60,000 - $70,000 per year

About the role

  • 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).

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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementclient-facing experienceoperationsLean Six Sigma Green BeltMS OfficeExcelMS WordCRM
Soft Skills
sense of urgencyinitiativecommunicationcollaborationproblem-solvingdecision-makingmentorshipteamworkclient advocacyprocess improvement
Certifications
Lean Six Sigma Green Belt