Opportunities with Solutran, part of the Optum family of businesses. We create direct spending solutions driven by our extensive financial tech experience to help those we serve to be healthier, happier and more productive. Our platform helps members manage their health plans, supplemental benefits and rewards all in one place. You’ll have the opportunity to make it easier for consumers to manage their own health by making healthier products more affordable and their purchases streamlined. If you are a driven individual that thrives in fast-paced environments, values diversity and wants meaningful work that impacts the lives of many, then this is the team for you. Join an organization that makes healthier living easier and discover the meaning behind Caring. Connecting. Growing together.
The Customer Success Executive (CSE) position is a key strategic relationship management resource at Solutran. This role provides the right candidate with the opportunity to drive high-quality service delivery and client satisfaction through proactive service management and rapid customer response. For an organization supporting the world’s largest healthcare companies, a highly strategic account management process is critical. The Customer Success Executive is the cornerstone of the account team, partnering closely with sales and client services. A successful Customer Success Executive will engage with Solutran clients both proactively and on a scheduled basis. By leveraging different tools and data with customers using our products and services, the CSE will create a long term, trusting and consultative relationship. The CSE will present solutions through education and offer resources needed to help clients get the most out of their efforts. The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers to add value. This role requires a passion for not only understanding their clients business, but the market they operate in, and customers they serve. Key metrics for this role include client retention, renewal revenue, and client engagement and satisfaction.
You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of solutions
- Familiar and comfortable with interpreting data, producing meaningful metrics, and communicating the “why” behind data
- Subject matter expert on S3 Platform data and presenting it to clients
- Create full organizational alignment with clients
- Monthly and Quarterly Business Reviews
- Ongoing revenue retention, organic revenue growth and customer satisfaction
- Develop client organizational maps and other shared resources for the extended account team
- Coordinate and lead regular internal account team meetings
- Engage with new customers during implementation to drive alignment and production success
- Glean a deep understanding of clients’ industry, issues, and goals
- Engage with customer executives and other influential stakeholders to identify, define, track, and measure the overall impact of the aligned solutions to an organization
- Analyze data, anticipate their clients’ problems, and proactively recommend effective solutions
- Help clients gain highest ROI for Solutran’s solutions
- Handle contracting strategy for renewals and added services
- Assist with RFPs for Customer Success content
- Escalate critical customer issues and ensure escalation ownership with internal resources
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
- Bachelor’s degree or equivalent experience
- 3+ years of experience in a Customer Success or similar role increasing customer satisfaction, adoption, and retention for large or complex clients
- Solid understanding of corporate organizational structures and buying processes
- Knowledge and proven success of engaging and working with sales teams
- Proficient in Microsoft office applications
- Proven ability to consult with clients to meet their business objectives
- Travel as needed (approximately 25% of the time)
Preferred Qualifications:
- Healthcare experience, preferably working with large health care payers
- Payments or FinTech experience
- Proven ability to drive continuous value of solution(s)
- Proven impeccable written and verbal communication skills
- Proven detail oriented and analytical
- Proven solid team player but still a self-starter
- Proven thrives in a multi-tasking environment and can adjust priorities on-the-fly
- Proven solid interpersonal and presentation skills, including consulting skills
- Proven solid problem-solving skills
California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New Jersey, New York, Rhode Island or Washington residents is $85,000 to $167,300. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.