Lead, maintain and develop assigned accounts to ensure positive client experience, renewal and maximise profitability through strategic account management

What you will do

Account Management

• Act as the account lead for assigned large and key accounts based on the Client Value Proposition

• Support team members where required

• Build and maintain excellent long term successful relationships with the client

• Continuously seek to deepen understanding of client contacts their background, personalities, drivers and maintain excellent knowledge of the same

• Anticipate future needs, challenges and developments and asses impact on the organisation and the relationship

• Define strategic 2 – 3 year account plan in conjunction with the relevant areas and ensure execution

• Gather market intelligence, share with relevant areas and identify implications for key clients to ensure appropriate measures are taken to redress

• 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

• Conduct half yearly internal review meetings for key client to discuss client performance and issues to agree required actions

• 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

• In-depth 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 area of responsibility

Client Experience

• Easy, quick and high quality interactions with all touch points and escalation resolution in a swift and client centric manner

• Provide tailored effective, innovative and timely solutions to client’s business challenges

• Provide a outstandingly positive and engaging client experience all the time

• Independently identify and implement innovative and efficient solutions to client’s requirements and challenges

• Independently manage any escalations to ensure a swift and client centric resolution

• Pro-actively 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

• Support team members in challenging renewal negotiations

• Pro-actively 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

• Leads tender responses for existing clients to provide a comprehensive and tailored response

New Business

• Lead implementation of 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

Additional

• Acts as technical lead for team on cross functional projects

• Train and mentor team members

• Drives development and implementation of technical parameters, policies and frameworks for others to work within

• Uses best practices and knowledge of internal or external business issues to improve products or services

• Requires detailed, in depth knowledge and significant experience in own discipline and understanding of the broader  business, financials, products/services and the market

• Serves as best practice resource within own discipline, or as technical expert on cross functional projects

• Typically analyses and resolves highly complex technical problems, with far-reaching impact, that do not have routine solutions and where precedent may not exist

What you need

To be successful in this position you will need to have the following skills/ experience:

• A highly customer-focused individual with outstanding interpersonal and communicative skills

• Outstanding 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

• Ability to motivate, mentor/coach and influence others

• Capable of building a strong support network internally and externally

• Lead by example

• Minimum of five years work experience in an account management role within a Financial Services environment dealing with large client relationships

• 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