Client Executive

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Cultivate and uphold a strong sense of urgency, initiative, and motivation to achieve tasks effectively, focusing on collaboration with others throughout the process.

• Act as the main contact point for clients, coordinating back-to-back meetings to address and prioritize their concerns, open tickets, and requests for enhancements.

• Provide clients with updates on ticket statuses, ensuring transparency and managing expectations regarding resolution timelines.

• Recognize patterns in issues reported by clients and work with internal teams to implement process improvements and minimize recurring challenges.

• Maintain ongoing visibility of the internal ticketing system during the day, checking new tickets for accuracy and priority before directing them to the suitable teams.

• Ensure prompt escalation of complex issues to the Operations team while continuously monitoring progress and advocating for client needs.

• Follow up on pending tickets to guarantee resolutions are in line with service level agreements (SLAs) and client expectations.

• Serve as a bridge between clients and internal teams, promoting clear communication and facilitating issue resolution.

• Make well-informed decisions under pressure, balancing client needs with internal processes.

• Manage all aspects of task execution to ensure precise and timely completion.

• Supervise client operations using reporting metrics, pinpointing opportunities for process optimization.

• Engage in and contribute to monthly Executive Steering Committee presentations alongside client leadership teams.

• Offer insights regarding ticket resolution trends and client issues to guide strategic decisions.

• Collaborate across functions with Operations, Product, and Support teams to improve client experience and streamline internal processes.

• Work with the Talent team to actively participate in the recruitment and hiring process, which includes engaging in interviews.

• Utilize industry networks and expertise to attract and identify top talent that aligns with the company's goals and values.

• Provide mentorship and guidance to team members within your department and across various functions.

• Play a key role in shaping and reinforcing the overall company culture, advocating for values that enhance teamwork, collaboration, and employee engagement.

• Must be available for on-call duty during peak times, providing support outside of regular hours as necessary to ensure the prompt resolution of critical issues.

• Willingness to travel up to 10% as needed.

• Although we operate in a remote-first environment, all roles require in-person attendance at our headquarters approximately twice a year (in addition to any other travel requirements specific to this role, if applicable). These visits are crucial for team collaboration, strategic planning, and fostering deeper connections within the organization. Travel arrangements will be provided to ensure a smooth experience.

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

• Candidates must reside in the Eastern or Central time zones.

⛳️ Requirements

• A Bachelor’s degree is mandatory.

• 2-4 years of experience in account management or a client-facing role is required.

• Previous experience in operations is highly desired; background in healthcare or technology is preferred.

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

• Proficient knowledge of MS Office, particularly Excel and MS Word.

• CRM experience is preferred.

• Outstanding verbal and written communication skills, capable of creating positive interactions with customers and internal stakeholders.

• Strong interpersonal skills for effectively managing client concerns and ensuring satisfaction.

• Excellent organizational and time management abilities.

• A strong sense of urgency, initiative, and motivation to accomplish tasks correctly, with a focus on collaborating with others.

• High attention to detail and accuracy is essential.

• Demonstrates empathy and understanding, fostering strong relationships and considering the needs and perspectives of others.

🏝️ Benefits

• This position offers a base salary ranging from $60,000 to $70,000, in addition to equity (when applicable), variable/incentive compensation, and benefits.

• Work from home with a one-time stipend for home office setup.

• A comprehensive benefits package that includes health, vision, and dental coverage for you, your spouse, and dependents.

• Additional perks such as a monthly wellness stipend, internet stipend, 401K with a match (immediately vested), employee assistance program, disability/life insurance, and parental leave.

• 15 days of discretionary PTO based on years of service.

• 9 additional paid holidays.

• Referral bonuses, a discretionary bonus program, spot bonuses, and opportunities for professional development.