Client Relationship Manager at Kaelo

About the Job

Job Description
Purpose

• The Client Relations Manager manages the relationships with our clients, building long sustainable business relationships. Focusing on growth through opportunities and key relationship management outcomes. Ensuring retention of business and enhanced loyalty to our brand. Working closely with the sales and operational teams to manage relationships with clients and continuously improve and adapt.

Responsibilities

• Building and maintaining relationships with clients and key personnel within key account companies
• Conducting reviews and needs based research to ensure clients are satisfied with products and services
• Identify and implement up-sell and cross selling opportunities
• Creating awareness of product offerings and ensuring knowledge is transferred to all levels of audiences
• Escalating and resolving areas of concern as raised by clients , through accurate root cause analysis and ensuring continuous improvement is driven
• Manage a portfolio of clients in accordance to the agreed Service Level Agreement
• Develop and enhance retention and growth strategies
• Develop, maintain and improve consistent client communication and engagements
• Track, measure and evaluate the effectiveness of CRM processes within each client
• Review, analyse reports and submit recommendations for new opportunities and align to the purpose of the business offerings.
• Work with our clients in accordance with the SLA and ensure that all planned services are delivered and administrated in terms of requirements
• Manage and strengthen the relationship with all clients in the portfolio
• Ensure that all events are planned and implemented effectively. Ensuring to measure success and improvements
• Ensure that all events are monitored in accordance with the allocated budget
• Document all meetings and ensure clients receive feedback within agreed upon turn-around times
• Develop pro-active initiatives that improve the client's business and efficiencies within Kaelo

Qualifications

Required

• Customer facing experience
• Health care industry experience
• Facilitation and presentation experience
• Service and sales experience
• Event and knowledge management

Preferred

Education and or training background

Required

• Grade 12 matric

Preffered

• Relationship management

Technical Skills or Knowledge

Required

• Report writing skills
• Process skills
• PowerPoint and presentation skills

Additional Information

• Accountability
• Action orientated
• Communication
• Business writing and presentation skills
• Problem solving skills
• Creative thinking   
• Strong relationship skills
• Growth and development mind-set     
• Planning and organisation
• Resilient and adaptive     
• Systems thinking and connecting ability     
• Professional and brand conscious