A bit about this role:
Our Senior Client Executive role is part of our Customer Success team. You will get the opportunity to work with some of the most forward-thinking employers in the country. With the advent of this new benefit segment, Financial Care, you will work to onboard and build relationships with customers who truly understand what financial health means, and why it is important to them as an employer. Our Customer Success function exists to build lasting relationships, deliver our value story to our customers, and translate their feedback back into the business.
The meaningful work you will tackle:
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- Lead the client management of a portfolio of large, complex, high value and high potential clients
- Core relationship owner between our enterprise accounts and our internal stakeholder teams
- Build relationships at all levels as a trusted and respected partner not just a vendor
- Challenges the customer’s thinking by crafting a compelling story using data-driven insights to make recommendations to influence customer decisions
- Proactively and intentionally drive client health including ROI and engagement to meet client expectations and contractual commitments. Responsible for retention of customer relationships
- Serve as a strategic partner and trusted advisor to large, complex customers
- Help to build and establish customer success policies and practices
- Be the subject matter expert on our solution, understanding both technology and product specifics/ functionalities and understanding common use cases and best practices
- Over time, lead and develop customer success teams
- Work closely with talented, mission-driven co-workers from Sales, Client Service to Technology and everything in between who truly want to improve the financial health of working families in America
- Effectively navigate the complexities of a book of business with clients in multiple stages of their lifecycle
- Achieve revenue, engagement, and profitability targets for customers ensuring high retention rates
What we’re looking for in your background & what makes you a success:
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- 8 years of direct customer success leadership (a plus if you are coming from a financial, healthcare, or consulting background)
- Expand the circle of influence within an organization to include HR, Finance, and the C-suite
- Build strong executive-level relationships with key decision-makers, which could include third-party customer consultants
- Success in renewals and introducing innovation and new solutions
- Build and maintain positive working relationships with internal leadership across the organization
- Deal effectively with ambiguous situations
- Ownership of problems, solutioning of them - you’re results-oriented with a willingness to take initiative and get the job done
- Experience with always having and acting in the best interest of our customers
