Client Services and Retention Manager Job at RelianceHMO

Client Services and Retention Manager Job at RelianceHMO

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RelianceHMO is recruiting to fill the vacant position of Client Services and Retention Manager, those qualified should see the job requirements and apply.

RelianceHMO is a technology-driven health insurance company that has integrated technology into every sphere of health-care management. The company started in 2017 with a vision of using technology to make insurance accessible and easy to use.

Job Title: Client Services and Retention Manager

Location: Lagos
Employment Type: Full-time

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.

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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

Application Deadline

26th December, 2020.

Method of Application

Interested and qualified candidates should:
Click here to apply online

To apply for this job please visit

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