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.

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). 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. 

Experience 

• 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. 

Certifications (or must be obtained within 90 days) 

• Lean Six Sigma Green Belt certification (must be willing to complete certification within first 90 days of employment, if not already certified). 

Knowledge 

• 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. 

Attributes 

• 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. 

Benefits

What We Offer 

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. 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.