Job Overview
Maintain and develop assigned accounts to ensure positive client experience, renewal and maximise profitability through daily account management
Responsbilities
Account Management
- Act as the account lead for assigned accounts based on the Client Value Proposition
- Support other account leads on larger clients as second account manager
- Build and maintain very good long term successful relationships with the client
- Understand and maintain excellent knowledge of the client contacts
- Pro-actively anticipate future needs, challenges and developments where possible
- Document and regularly maintain all relevant information in Salesforce
- Pro-actively communicate relevant information to various other areas to ensure they have the necessary understanding to make decisions
- Lead any client meetings/calls as and when required, as per the guidelines in the Client Value Proposition, where possible
- Lead account review meetings to discuss claims experience, service performance and client feedback as well as possible future opportunities as appropriate to the CVP
- Excellent understanding the client's business and requirements
- Pro-actively Provide back up and support to client teams where required
- Recognised as the expert internally on the own client portfolio
Client Experience
- Easy, quick and high quality interactions with all touch points and escalation resolution in a swift and client centric manner
- Provide effective, innovative and timely solutions to client's business challenges
- Provide a positive and engaging client experience all the time
- Independently identify and implement efficient solutions to client's requirements and challenges
- Independently manage any escalations to ensure a swift and client centric resolution
- Regularly review and analyse client experience results to identify possible areas for improvement
- Pro-actively seek, document and share feedback from client on service delivery
- Ensure tailored processes, products and services are documented and optimised over time to improve efficiency
- Boost client stickiness
Renewals
- Prepare and issue renewal documentation within agreed timeframes
- Independently negotiates renewal internally and externally to achieve favourable outcome for both sides
- Pro-actively aims to improve profitability for assigned client portfolio
- Ensure regular client engagement by phone throughout the renewal process
- Communicate and document all agreements and requirements for the renewal
- Lead and support tender responses for existing clients to provide a comprehensive and tailored response
New Business
- Implement new clients ensuring a smooth and seamless transfer
- Support the sales process for potential new clients
- Discover and convert opportunities for cross selling additional products or services
Other requirements
- Acts as technical representative for team on cross functional projects
- Train new team members
- Supports or leads development and implementation of technical parameters, policies and frameworks for others to work within
Requirements
Behaviour/Values
- A highly customer-focused individual with excellent interpersonal and communicative skills
- Excellent problem solving skills
- A high level of results/goal orientation
- Takes full ownership and responsibility for the task/duties assigned to them
- Very high attention to detail
- Excellent team player & ability to work on own initiative
- Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
- Fully capable of prioritising and managing own work independently
Experience Required
- Minimum of four years work experience in an account management role within a Financial Services environment
- Experience in a customer focussed environment, producing accurate work within tight deadlines
- Previous sales experience would be an advantage
- Completion or progress towards the Irish Insurance Examinations or equivalent foreign qualification
- Good knowledge of MS Office (Outlook, Word, Excel, PowerPoint
- Knowledge of Salesforce an advantage
