Client Services and Retention Manager at Reliance HMO

The Position

• The ideal candidate for this role is someone who is confident with an optimistic and relentless attitude in ensuring optimum client satisfaction and retention.
• The Client Services and Retention Manager will be responsible for managing a team of Key Account Managers; maintain and grow strategic industry relationships and networks while developing innovative and creative solutions to retain and foster mutually beneficial client relationships. You possess great listening skills and you are a problem solver who is quick in proffering lasting solutions to problems.
• You are a team player - able to work across different stakeholders, communicate expectations openly and clearly, and able to pre-empt potential roadblocks and challenges and work to proactively prevent same.

Key Responsibilities
Relationship Management:

• Develop and maintain a great working relationship with all Corporate Sales Executives and provide support in managing the activities of their respective Key Account Managers
• Curate strategies and avenues to improve the Key Account Management System.
• Maintain and grow strategic industry relationships and networks.
• Overcome client’s resistance or hesitation to be able to offer solutions to problems
• Conduct surveys to evaluate customer satisfaction.
• Ensure seamless onboarding process of all new clients and develop initiatives to ensure a more efficient process

Client Retention:

• Develop and manage all corporate client retention strategies and initiatives of the company.
• Manage the account renewal process of existing clients promptly and proactively while ensuring 0% Churn rate
• Leverage client relationships and product knowledge to retain and grow revenue
• Develop bespoke communication and product promotion such as marketing letters, emails, articles, etc to clients.
• Leverage information related to client’s decision-making process, organization structure and profile of all individuals involved in the purchasing decision to foster client retention.
• Provide strategic advice to management based on feedback and observations from clientele and the market.

Risk Management:

• Ensure internal /external risks are mitigated regarding accounts being managed
• Ensure total management of all collections and receivables.
• Maintain an appreciable Medical Loss Ratio Level of all portfolios
• Handle complex and escalated client service issues

Team Management:

• Provide expert technical advice on key account management to line reports
• Mentor and coach reports on best practices in client management

Must Haves

• Minimum of a Bachelor's degree in Sales, Marketing, Communications or any related field.
• Minimum of 5 years Sales experience in the Health insurance industry.
• At least 2 years’ experience in a managerial position overseeing accounts in different sectors.
• Strong knowledge of the Health Insurance industry; product offerings in the market, industry players, regulators and developing trends
• Strong negotiation, influencing and upselling skills
• Has the capacity to transfer knowledge, coach and lead a team of vibrant Key Account Managers
• Excellent listening, verbal and written communication skills
• Excellent analytical and problem-solving skills.
• Strong conflict resolution skills
• Ability to remain calm and professional in high-stress situations
• Empathy and patience
• Advanced organizational skills
• Intermediate to advanced knowledge of Microsoft office tools especially MS Excel
• Advanced knowledge of Customer Relationship Management tool