A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)

The Account Manager will devote approximately 60% of their time to renewals, 30% of their time to Sales Administrative support activities and the remaining time on account extensions.

Key responsibilities include:

- Providing consistent administrative support to the Sales and Marketing department in relation to the client renewal process, on-boarding of clients and client reporting.

- Effectively managing a predefined list of existing accounts to ensure 100% renewal is achieved.

- Cross selling and up selling the range of products and services available to the predefined list of existing accounts.

- Generating proposals, pricing and contract negotiation across all medical and security service solutions as per guidelines and assigned clients or prospects.

- Assisting with tenders and RFPs as required.

In conjunction with operations, investigating and preparing draft responses to complaints handling and quality assurance events.

- Promoting medical consulting solutions to solve client specific challenges working with the Manager - Client Services to assist in the implementation of and efficient adherence to the key processes of the Sales and Marketing department.

- Interfacing effectively with the Sales and Marketing, Operations, Billing, Commercial Desk and IT teams to develop and maintain strong working relationships to support the efficient and effective management of clients.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

Account Management and Business Development Support

- Work in cooperation with Business Development Managers (BDMs) to follow the standard renewal process to renew existing business within the designated set of clients with a goal of 100% being renewed on time.

Business Support

- Monitor Intl.SOS level of service quality in the provision of medical and security solutions to the designated client base. 

- Provide continued operational liaison and review to ensure consistent service delivery through the development of Service Level Agreements where appropriate.

- Ensure successful operational implementation of new clients.

- Provide support and assistance to BDM/BDD/Client Services Manager on commercial proposals and tenders.

- Ensure the renewal and maintenance of designated clients.

- Provide education to designated clients on the programs specifics through face to face meetings, telephone calls or webex including when relevant:

- Drive of the use of the client tool box (access, training and monitoring)

- Email campaign

- Adoption monitoring

- Membership APP roll out and monitoring to designated clients.

- Driving client utilization through educating them on Intl.SOSs products and services.

- Membership card requests management (from order till delivery within set-up KPIs).

Client review meetings.

Up-selling.

- Renewal discussions including quote creation, pricing and approval workflow with Commercial Desk.

- Complaint handling, acknowledgement and service recovery.

- Ad hoc queries and requests (Assistance Center Tour, Program introduction).

- Accounts Receivable/Cash collection: follow-up call to confirm invoice reception and acknowledgment.

Analysis and Reporting

Support the Manager - Client Services as and when required with:

- Supporting the renewal and business review process by generating client specific activity and utilization reports within the agreed timeframe and review with the relevant Business Development Director / Business Development Manager to ensure the accuracy of information and identification of any potential services issues and implement corrective actions to address the services issues.

- Market intelligence and competitor activity.

- Client utilization.

- Market penetration and opportunities.

- Up sell and cross border opportunities.

C. Job Profile

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

- Knowledge of Operations processes and internal operating systems;

- Experience of complaint handling;

- Excellent direct customer service management skills;

- Excellent organizational and administrative skills;

- A level of English language competency necessary to perform this role safely and effectively;

- Excellent communication skills with the ability to convey an understanding to technical and non-technical users, in addition to the ability to communicate across a wide spectrum of people and backgrounds;

- Have excellent computer skills; proficient in using the internet for information gathering; good skills in Microsoft offices i.e. words, excel;

Required Competencies (Critical behaviors necessary to successfully perform the job)

Customer orientation

- Actively listens and seeks information, identifies customer/client need and checks understanding, builds rapport, develops relationships with key customers/clients, confident in building relationships at all levels.

Communication

- Excellent written & oral communication in English is a must; good knowledge of local language.

- Actively listens, checks understanding, uses language and tone appropriate for the audience, expresses ideas clearly and logically, builds rapport, and manages the emotions of self and others.

Attention to detail

- Follows established procedure, develops systems to check accuracy such as checklists, and uses quality assurance techniques.

Problem Solving

- Ability to define problems, analyzes possible causes, review options with Manager and implement most feasible option.

Teamwork

- Actively encourages a team culture, performs own team duties responsibly and effectively, builds trust and supports team members.

Result orientation

- Effectively sets and achieves realistic goals, monitors own progress and assesses quality, develops and follows action plans, seek feedback and modifies accordingly.

Initiative and Innovation

- Proactive, generates creative solutions, uses different approaches to resolve issues, generates ideas for improvement, and takes productive action without being asked.

Ability to work under pressure

- Maintains performance under pressure, manages stress, identifies ways to reduce work stress, uses appropriate coping mechanisms.

Adaptability

- Successful performance in changing environments, positive attitude to change, willing to use new techniques, modifies behavior successfully in response to change.

Required Work Experience (Brief description of the job-related experience needed to perform the job)

- At least +8 years experience as a Customer Service Executive including 12 months at Senior Customer

- Executive level or equivalent as assessed by the Manager.

- Required Qualifications (Brief description of the educational background needed to perform the job)

- Minimum graduate (any stream). MBA qualification will be an advantage.

Required Languages

(Brief description of the language skills needed to perform the job)

English and local language (usually Hindi).

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

Travel may be required some time.

This job description outlines the types of responsibilities the incumbent is required to perform.

The incumbent may be required to perform job related tasks other than those specifically presented in this job description. This job description is subject to regular review.

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