{"id":3598088,"url":"https://alion.io/job/acs-client-success-executive","title":"Client Success Executive","company":{"id":4493953,"name":"ACS","domain":"acs.co.ke","url":"https://alion.io/company/acs-4","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-02T04:33:00Z","employer_posted_date":null,"last_verified_at":"2026-11-02T04:33:00Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Communication Jobs, ACS Jobs.Responsible for managing client relationships, addressing customer needs, resolving service issues, identifying opportunities to improve retention and grow accounts. Requires a diploma or degree in Business Administration, Marketing, Communications, or a related field. This is a full-time, on-site position based in Nairobi\n\nRole Purpose\n\nThe 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.\n\nThe role supports client onboarding, monitors service delivery against agreed standards, and gathers client feedback to drive continuous improvement, client satisfaction, and long-term retention.\n\nKey Responsibilities\n\nClient Relationship Management\n\nDevelop and maintain positive and professional relationships with assigned clients.\n\nServe as a primary contact for day-to-day client enquiries and service-related matters.\n\nBuild a thorough understanding of client requirements, expectations, and operational needs.\n\nConduct regular client engagement and follow-up activities to strengthen relationships.\n\nEnsure clients receive timely communication and support regarding their requests.\n\nFoster client confidence through responsive and solution-oriented service.\n\nClient Support & Service Delivery\n\nCoordinate client requests and ensure prompt action by the relevant departments.\n\nMonitor service delivery to ensure adherence to agreed service standards and commitments.\n\nFollow up on outstanding issues to ensure timely resolution.\n\nSupport the implementation of client-specific requirements and initiatives.\n\nEnsure accurate communication of client needs to internal stakeholders.\n\nTrack service issues and ensure closure within agreed timelines.\n\nClient Onboarding & Account Management\n\nSupport onboarding activities for new clients and members.\n\nFacilitate collection and maintenance of client information and documentation.\n\nAssist clients in understanding available services, processes, and support channels.\n\nCoordinate client account updates, benefit changes, and service notifications.\n\nSupport implementation of new programs, products, and service offerings for clients.\n\nStakeholder Coordination\n\nWork closely with Claims, Medical, Care Management, Provider Relations, Finance, Operations, and Customer Experience teams to address client needs.\n\nCoordinate internal follow-up on client concerns and service matters.\n\nFacilitate communication between clients and internal stakeholders.\n\nEscalate complex issues through appropriate channels and monitor progress until resolution.\n\nComplaint & Issue Resolution\n\nReceive, document, and track client complaints and service concerns.\n\nInvestigate service issues and liaise with relevant departments to obtain resolutions.\n\nProvide timely updates to clients on the status of ongoing issues.\n\nEnsure complaints are managed professionally and resolved satisfactorily.\n\nIdentify recurring service issues and recommend corrective actions.\n\nMaintain records of client feedback, complaints, and resolutions.\n\nClient Engagement & Retention\n\nSupport activities aimed at enhancing client satisfaction and loyalty.\n\nParticipate in client meetings, service reviews, and engagement sessions.\n\nGather and document client feedback for continuous improvement purposes.\n\nPromote positive client experiences through proactive support and communication.\n\nReporting & Administration\n\nMaintain accurate records of client interactions, requests, and service activities.\n\nPrepare routine client service reports and status updates.\n\nTrack open action items and ensure timely follow-up.\n\nMaintain client files, correspondence, and related documentation.\n\nSupport preparation of presentations, meeting minutes, and engagement materials.\n\nEnsure proper management of client information and records.\n\nCompliance & Quality Assurance\n\nAdhere to company policies, procedures, and service standards.\n\nEnsure confidentiality and proper handling of client information.\n\nMaintain compliance with contractual and regulatory requirements.\n\nContribute to a culture of professionalism, accountability, and customer excellence.\n\nKey Performance Indicators\n\nClient Satisfaction\n\nClient Query Resolution\n\nComplaint Resolution\n\nService Delivery Coordination\n\nClient Retention\n\nStakeholder Relationship Management\n\nFollow-up and Action Closure\n\nQualifications\n\nBachelor’s Degree in Business Administration, Marketing, Public Relations, Communications, Insurance, Healthcare Management, or a related field.\n\nProficiency in Microsoft Office applications.\n\nExperience\n\nMinimum of 2 years’ experience in client service, account management, customer experience, healthcare administration, insurance, or a related field.\n\nExperience within healthcare, insurance, managed care, or customer-facing environments will be an added advantage.\n\nHow to Apply\n\nClick here to 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