Client Success Executive

About the role

Afia Concept Claims Settling Agency is hiring a full-time, on-site Client Success Executive in Nairobi. The executive is the day-to-day point of contact for assigned clients, building professional relationships and coordinating requests, service issues and complaints across the Claims, Medical, Care Management, Provider Relations and Finance teams so they are resolved on time. The role also supports client onboarding, monitors service delivery against agreed standards and gathers client feedback to drive retention.

Key responsibilities

• Build and maintain positive client relationships, act as primary contact for enquiries and follow up regularly
• Coordinate client requests, monitor service delivery and follow up on outstanding issues
• Support client onboarding, collect client information and help clients understand services and processes
• Work with Claims, Medical, Care Management, Provider Relations, Finance, Operations and Customer Experience teams, and escalate complex issues
• Receive, document and track complaints, investigate them and keep clients informed
• Support client satisfaction and retention, gather feedback and prepare routine service reports
• Maintain accurate records of client interactions, files and correspondence, and comply with confidentiality and regulatory requirements

Required profile

• Diploma or degree in Business Administration, Marketing, Communications, Insurance, Healthcare Management or a related field
• At least 2 years' experience in client service, account management, customer experience, healthcare administration or insurance
• Experience in healthcare, insurance, managed care or customer-facing environments is an added advantage

Required skills

• Proficiency in Microsoft Office applications
• Ability to coordinate internally and manage client complaints and feedback

The application is made through the recruitment agency's online form.