Client Relationship Associate (Lagos) at Reliance HMO

The Role

• We are seeking a Client Relationship Associate to join our Lagos team. You will be part of the frontline team responsible for delivering high-quality support and ensuring customers have a seamless experience across all channels. The role involves managing customer interactions, analyzing feedback, and supporting initiatives that improve satisfaction and retention. It is ideal for someone detail-oriented, customer-focused, and eager to grow within customer success.

What You'll Do

• Act as the main point of contact for assigned corporate clients.
• Build and maintain strong relationships with key client contacts, including HR, Administration, and decision-makers.
• Manage the contract renewal process from start to finish, including pricing discussions, negotiations, and required documentation.
• Hold regular business review meetings with clients to discuss plan performance, usage trends, and areas for improvement.
• Review utilization reports and Medical Expense Ratio (MER) data and provide useful recommendations to clients.
• Monitor client satisfaction and identify any issues that could affect service delivery or contract renewal.
• Educate clients on Reliance HMO products, services, digital tools, and new features to encourage usage and adoption.
• Support client onboarding and help with the implementation of services for new and existing accounts.
• Identify opportunities to offer additional products or services and work with the Sales team when needed.

What You'll Bring

• Bachelor’s degree or HND in any discipline
• Must have completed NYSC or have a valid exemption letter
• Basic proficiency in Microsoft Office tools.
• Excellent interpersonal, written, and verbal communication skills.
• Strong analytical skills and confidence working with numerical data.
• High attention to detail with a commitment to delivering quality work.
• Goal-oriented, adaptable, and able to perform well in fast-paced environments.

Nice to Have

• Previous experience in Customer Success or any customer-facing role (experience in healthcare/HMO is an added advantage.