Customer Success Executive

Summary

Join Unite Us as a Customer Success Executive and play a pivotal role in ensuring our government clients achieve their objectives. This senior individual contributor position requires expertise in social services and healthcare, strategic thinking, and strong relationship-building skills. You will manage high-value accounts, build customer relationships, and develop success plans. Data analysis and insightful communication are crucial for driving platform utilization and network health. The ideal candidate possesses extensive experience in customer success and managing complex accounts within the government sector. This remote position offers a competitive salary and a comprehensive benefits package.

Requirements

• 7+ years of professional work experience
• Typically requires a bachelor's degree or equivalent experience
• All team members will be required to pass a background check which includes criminal, employment, and education verification

Responsibilities

• Manage, grow, and retain a book of business for assigned complex, high-value strategic government accounts
• Ensure excellent customer satisfaction, user adoption, engagement, and retention
• Be an expert in Unite Us products and services and educate customers on Unite Us technology solutions
• Build and maintain strong, long-lasting customer and community partner relationships with large and priority stakeholders, including end-to-end engagement
• Independently act as the customer’s escalation point for business-critical issues, ensuring follow-up and resolution
• Create and execute engagement strategies based on customer needs and the network growth and development strategy
• Develop and iterate on success plans for customers that outline their key objectives and success metrics; identify critical risks and solutions to ensure long-term partnership success
• Deliver best practices for data-driven process workflows based on specific use cases, evolving industry standards, and understanding related tools
• Analyze data to provide deeper insights and understanding of customer operations and network performance, including opportunities for improvement and areas of strength
• Turn data insights into tactical interventions that drive platform utilization, network health, and value for customers and community partners working cross-functionally
• Solicit and synthesize feedback regularly to serve as the voice of the customer and community within Unite Us
• Lead process development and improvement initiatives to support customers and communities

Preferred Qualifications

• 5+ years of customer success, account management, or directly related work experience
• Demonstrated experience in managing a book of business and complex, high-value accounts
• Experience creating and sustaining large, complex strategic partnerships
• Demonstrated success with renewals and retention opportunities
• Demonstrated ability to take initiative, inspire others, and influence change at all levels
• Superior organizational skills to ensure well-prepared and timely meetings with customer base
• Excellent communication and presentation skills
• Experience working with government agencies
• A passion for healthcare, human services, and/or public health

Benefits

• Medical, Dental, and Vision
• We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members
• Flexible Time Off
• Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays
• Paid Parental Leave
• Adoptive parents are included
• Employee Resource Groups
• Choose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace
• Spending Accounts
• We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer Match
• Enjoy matching, immediate vesting and financial wellness resources
• Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
• Disability Coverage
• Accident Insurance
• Pet Insurance
• As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies
• This position is remote, U.S.-based. Preference for residents of Nebraska or Iowa