Customer Relations Manager KE

Smart Applications International is a leading ISO-certified ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as Smart within the healthcare industry the company was founded to provide innovative secure and high-tech solutions across Africa the Islands and beyond. Smart Applications stay ahead through constant research and innovation.

Title: Customer Relations Manager

Reports to: Head of Customer Success & Experience

Department: Customer Success & Experience

Based at: Nairobi Kenya

Job Purpose

To drive customer retention and organic growth by leading a team of customer relationship officers to deliver exceptional service renew business and enhance strategic relationships with customers. The Retention Manager will ensure the delivery of value propositions monitor service performance and oversee the collection of booked revenue while maintaining high levels of customer satisfaction.

Key responsibilities and accountabilities:

1. Customer Retention & Growth
   

• Develop and implement a proactive customer retention strategy to minimize churn and enhance long-term partnerships.
  
• Identify opportunities for organic growth within existing accounts and drive upselling and cross-selling initiatives.
  
• Identify risk factors that may lead to customer attrition and implement timely interventions.
  

1. Leadership & Team Management:
   

• Lead coach and manage a team of client relationship officers to achieve retention and service delivery goals.
  
• Set clear performance targets and ensure alignment with the organizations strategic objectives.
  
• Conduct regular performance evaluations provide mentorship and foster a customer-centric culture.
  

1. Strategic Relationship Management
   

• Build and maintain strong relationships with key decision-makers within client organizations.
  
• Act as the primary liaison between the company and customers to ensure seamless service delivery and resolution of issues.
  
• Organize and lead regular customer engagement forums feedback sessions and strategic business reviews.
  

1. Service Delivery & Customer Experience:
   

• Ensure that relationship managers provide consistent high-quality service aligned with service level agreements (SLAs).
  
• Monitor service performance and implement improvements to enhance customer satisfaction.
  
• Work closely with internal teams to streamline customer support and issue resolution.
  
• Advocate for customer needs within internal teams to drive continuous improvement.
  

1. Value Proposition Delivery
   

• Ensure customers fully understand and derive value from the companys solutions.
  
• Champion the adoption of new products and services by existing customers.
  
• Identify gaps in service delivery and propose improvements to enhance customer value.
  

1. Customer Insights & Reporting:
   

• Analyze customer trends feedback and data to identify opportunities for retention and growth.
  
• Provide regular reports and insights to leadership on customer retention metrics service performance and revenue impact.
  
• Develop and track key performance indicators (KPIs) for retention and service delivery.
  

1. Collections & Revenue Assurance
   

• Monitor and drive timely collection of booked revenue from customers.
  
• Work with finance and customer service teams to resolve payment issues and ensure compliance.
  
• Maintain visibility on outstanding payments and implement strategies to minimize delays.
  

Requirements

Academic & Professional Qualifications

• Degree in Business Marketing Customer Experience or a related field.
  
• 7 years of experience in customer retention relationship management or account management within insurance healthcare or SaaS industries.
  
• Proven track record of improving customer retention increasing renewals and driving organic growth.
  
• Experience leading teams and managing escalations and service recovery with a focus on high customer satisfaction.
  
• Strong experience in financial accountability including tracking customer revenue monitoring collections and ensuring contract renewals.
  

Skills Knowledge and Abilities

• Strategic Thinking & Analytical Skills Ability to analyze customer trends identify risks and develop proactive retention strategies that drive renewals and long-term value.
  
• Customer Relationship Management Strong interpersonal skills to build nurture and maintain strategic relationships with key customer stakeholders.
  
• Leadership & Team Management Proven ability to lead mentor and manage a team ensuring they deliver excellent service and meet retention targets.
  
• Business Acumen & Financial Understanding Deep understanding of insurance digital health solutions and revenue assurance including tracking booked premiums and ensuring collections.
  
• Problem-Solving & Negotiation Skilled in handling escalations resolving customer pain points and negotiating solutions that enhance customer loyalty.
  
• Service Excellence & Operational Efficiency Experience in designing and implementing customer service models SLAs and support frameworks to enhance customer satisfaction.
  
• Data-Driven Decision Making Comfortable with customer data analytics and performance metrics to drive continuous improvement.
  
  

Key Performance Indicators (KPIs)

• Customer Retention Rate
  
• Net Promoter Score (NPS
  
• Customer Satisfaction Score (CSAT)
  
• Organic Growth Rate
  
• Service SLA Adherence
  
• Revenue Collection Rate
  
• Customer Engagement
  
• Customer Issue Resolution Time
  
• Value Proposition Adoption
  
• Employee engagement Score