Job Description

ABOUT US

Solutran is a leading FinTech company committed to creating game-changing, customer-friendly solutions. We serve health-seeking populations by partnering with the nation’s largest health plans, government programs (SNAP, eWIC), employers, and retailers. We have established a reputation for delivering modern, advanced customer experiences through best-in-class solutions used by millions.

We are dedicated to promoting health, providing solutions for over-the-counter benefits, rewards, healthy food incentives and government programs supporting food insecure individuals. Learn more about our latest innovations at www.solutran.com.

POSITION SUMMARY

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 client’s 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.

We are looking for local Twin Cities (Minnesota) candidates only.

ESSENTIAL DUTIES & 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.
• Responsible for 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.

MINIMUM QUALIFICATIONS

• Bachelor’s degree or equivalent experience.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention in a similar account management.
• Proven ability to drive continuous value of solution(s).
• Solid understanding of corporate organizational structures and buying processes.
• Impeccable written and verbal communication skills.
• Detail oriented and analytical.
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Knowledge and proven success of engaging and working with sales teams.
• Strong interpersonal and presentation skills, including consulting skills.
• Strong problem-solving skills.
• Proficient in Microsoft office applications.

PREFERRED QUALIFICATIONS

• Healthcare experience.
• Payments or FinTech experience.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the employee may be required to stoop, bend, or reach above the shoulders. The employee may occasionally lift, push, or pull up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORKING CONDITIONS

The position is an office-based position. During the COVID-19 pandemic, work from home may be an option for this position. NOTE: We are looking for local Twin Cities (Minnesota) candidates only at this time.

TRAVEL This position does not require frequent travel.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business communication, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, and vendors.

AAP/EEO

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

AAP/EEO

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by federal, state or local law.

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