We are seeking a Client Relationship Associate to join our Lagos team. You will be part of the frontline team responsible for delivering high-quality support and ensuring customers have a seamless experience across all channels. The role involves managing customer interactions, analyzing feedback, and supporting initiatives that improve satisfaction and retention. It is ideal for someone detail-oriented, customer-focused, and eager to grow within customer success.
What You'll Do
Act as the main point of contact for assigned corporate clients.
Build and maintain strong relationships with key client contacts, including HR, Administration, and decision-makers.
Manage the contract renewal process from start to finish, including pricing discussions, negotiations, and required documentation.
Hold regular business review meetings with clients to discuss plan performance, usage trends, and areas for improvement.
Review utilization reports and Medical Expense Ratio (MER) data and provide useful recommendations to clients.
Monitor client satisfaction and identify any issues that could affect service delivery or contract renewal.
Educate clients on Reliance HMO products, services, digital tools, and new features to encourage usage and adoption.
Support client onboarding and help with the implementation of services for new and existing accounts.
Identify opportunities to offer additional products or services and work with the Sales team when needed.
What You'll Bring
Bachelor's degree or HND in any discipline
Must have completed NYSC or have a valid exemption letter
Basic proficiency in Microsoft Office tools.
Excellent interpersonal, written, and verbal communication skills.
Strong analytical skills and confidence working with numerical data.
High attention to detail with a commitment to delivering quality work.
Goal-oriented, adaptable, and able to perform well in fast-paced environments.
Nice to Have
Previous experience in Customer Success or any customer-facing role (experience in healthcare/HMO is an added advantage.