Client Success Executive at Afia Concept Claims Settling Agency (ACS)

Key responsibilities

• Develop and maintain positive and professional relationships with assigned clients.
• Build a thorough understanding of client requirements, expectations, and operational needs.
• Conduct regular client engagement and follow-up activities to strengthen relationships.
• Ensure clients receive timely communication and support regarding their requests.
• Coordinate client requests and ensure prompt action by the relevant departments.
• Monitor service delivery to ensure adherence to agreed service standards and commitments.
• Support the implementation of client-specific requirements and initiatives.
• Ensure accurate communication of client needs to internal stakeholders.
• Support onboarding activities for new clients and members.
• Facilitate collection and maintenance of client information and documentation.
• Assist clients in understanding available services, processes, and support channels.
• Coordinate client account updates, benefit changes, and service notifications.
• Support implementation of new programs, products, and service offerings for clients.
• Coordinate internal follow-up on client concerns and service matters.
• Facilitate communication between clients and internal stakeholders.
• Provide timely updates to clients on the status of ongoing issues.
• Ensure complaints are managed professionally and resolved satisfactorily.
• Identify recurring service issues and recommend corrective actions.

Candidate requirements

• Location Nairobi
• Job Field Customer Care, Success and Service &nbsp.
• Role Purpose
• The Client Success Executive is the day-to-day point of contact for assigned clients, responsible for building strong, professional relationships and ensuring every client request, service issue, and complaint is coordinated across ACS's Claims, Medical, Care Management, Provider Relations, and Finance teams and resolved on time.
• The role supports client onboarding, monitors service delivery against agreed standards, and gathers client feedback to drive continuous improvement, client satisfaction, and long-term retention.
• Key Accountabilities.
• Client Relationship Management.
• Develop and maintain positive and professional relationships with assigned clients.
• Serve as a primary contact for day-to-day client enquiries and service-related matters.
• Build a thorough understanding of client requirements, expectations, and operational needs.
• Conduct regular client engagement and follow-up activities to strengthen relationships.
• Ensure clients receive timely communication and support regarding their requests.
• Foster client confidence through responsive and solution-oriented service.
• Client Support & Service Delivery.
• Coordinate client requests and ensure prompt action by the relevant departments.
• Monitor service delivery to ensure adherence to agreed service standards and commitments.
• Follow up on outstanding issues to ensure timely resolution.
• Support the implementation of client-specific requirements and initiatives.
• Ensure accurate communication of client needs to internal stakeholders.
• Track service issues and ensure closure within agreed timelines.
• Client Onboarding & Account Management.
• Support onboarding activities for new clients and members.
• Facilitate collection and maintenance of client information and documentation.
• Assist clients in understanding available services, processes, and support channels.
• Coordinate client account updates, benefit changes, and service notifications.
• Support implementation of new programs, products, and service offerings for clients.
• Stakeholder Coordination.
• Work closely with Claims, Medical, Care Management, Provider Relations, Finance, Operations, and Customer Experience teams to address client needs.
• Coordinate internal follow-up on client concerns and service matters.
• Facilitate communication between clients and internal stakeholders.

Required skills