Account Manager - Sales & Marketing

A.

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.

Account

• 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

• 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) o Email campaign
• Adoption monitoring
• Membership APP roll out and monitoring to designated clients.
• Driving client utilization through educating them on Intl.SOS’s 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

• 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. o Client utilization.
• Market penetration and opportunities. o Up sell and cross border opportunities. o SalesForce utilization and compliance.

Salesforce.com

• Support the Client Services Manager with data integrity and assistance with the Quarterly Budget Review (QBR) and budgeting process including the 6+6 and 9+3 forecast and annual budgeting process
• Drive and monitor SFDC usage and adoption
• Standard contract preparation, sending, chasing of contract signature, loading of final signed copy into SFDC
• Updates to Procedures and SFDC attachments (with Operations & Business Development Managers): Ops and Billing Procedures set-up and maintenance, contracts and Declaration attachments, Authorized persons.

Process

• Management of the end-to-end client renewal process for designated clients. • Management of the end-to-end new client set-up for designated clients.
• ‘On-boarding’ of new clients including the development of clear operations and billing procedures to allow the Operations Department to effectively service the client.
• Act as primary account person for designated clients on educational matters.
• Monitoring of issuance of client invoices within Contract Invoice Timing (CIT) through to successful delivery (with Finance).
• Provide training to operations as and when required.
• Issue Certificate of Subscription from Quoting tool (Price Manager). • Scripting updates (with Operations).
• Maintenance of paper client files.
• Act as the primary inter-department liaison on operational / administrative matters. • Provide training to operations as and when required.

Quality

• Supporting Manager - Client Services in providing the highest standard of service through: o Maintaining data accuracy and integrity of client data in SFDC, Price Manager and INCA.
• Ensuring that administrative data at the account, program and opportunity level is updated and up to date (contacts, addresses, dates, contracts, activities and subscriber declaration).
• Ensuring that procedures and operational information (Authorized Persons, Emergency Contacts and interface with Insurers) are reviewed, accurate and updated with the Assistance Centre audit as KPI.
• Providing feedback on how to optimize key Sales and Marketing processes re-engineering where required to gain further efficiency and effectiveness.

Other

• To work within and adhere to all Intl.SOS’s policies and procedures. • To own and manage specific member programs assigned.
• To carry out any other reasonable duties as requested by the line manager and other senior management members.

C.

Required

• 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

Customer

• 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

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

Problem

• 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

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

Initiative

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

Ability

• 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

• 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

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

Required

• English and local language (usually Hindi).

Travel

• Travel may be required some time.