Head - Account Management - Insurance (13-20 yrs)

The Head of Account Management at plays a pivotal role in overseeing the relationships with key clients, ensuring their satisfaction, and driving growth for the business.

Below mentioned are the 4 key pillars that will define the role

1. Client Retention and Satisfaction- Weightage -30%

- Build and maintain strong relationships: The primary goal is to foster long-term partnerships by understanding clients' needs and ensuring they are met. Account mapping is a key activity to achieve this objective. Building account framework will help team members under the head to map & share relationship state with multiple stake holders in a company.

- Client satisfaction metrics: Track Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other feedback mechanisms to ensure clients are happy with the product and services.

- Become a trusted advisor: Understand the insurance landscape and provide strategic advice to clients, helping them navigate challenges and meet their business goals.

- Market insights and consultation: Use industry insights and knowledge of insurance technology to suggest improvements and trends that could impact the client's business. Partner with marketing team to build a community with our customers who in turn would be our brand ambassadors.

- Renewal management: Ensure a smooth renewal process, keeping track of contract end dates and renewal discussions. Ensure all renewals are in line with the UW recommendations resulting in a positive P/L per account.

- Proactively manage risks: Identify accounts at risk of churn and implement strategies to re-engage them, including special offers, service enhancements, or leadership engagement.

2. Revenue Growth and Upselling - Weightage -30%

- Identify opportunities for upselling and cross-selling: Work closely with clients to identify opportunities where additional products or wellness services can add value to their business.

3. Client Onboarding and Success - Weightage -10%

- Effective onboarding process: Work with client success teams to ensure that clients are onboarded smoothly, receive proper training through webinars and can derive value from the app.

- Continuous education: Ensure clients are fully aware of new updates, product features, and enhancements. Partner with product marketing teams to increase awareness & brand recall among the user/member groups

- Performance tracking: Monitor client success through usage metrics and help them optimize their use of the platform. Engage with buyer/ influencer groups through MBR & QBR's which builds trust & transparency!

- Act as a liaison: Collaborate with product, BE, engineering, and GD teams to ensure the product evolves according to client needs and feedback.

- Resolve client issues: Ensure that any technical or operational issues faced by clients are promptly addressed by coordinating with support and technical teams.

4. Team leadership: - Weightage -30%

- Lead and manage the account management team, ensuring they have the tools, training, and support needed to meet targets. Build a high-performance team by designing the right structure & onboarding the competent talent.

- Process optimization: Streamline account management processes, ensuring efficiency in handling client queries, renewals, and feedback loops.