Client Relations Specialist

The opportunity

Are you passionate about people, technology, and creating long-lasting client partnerships? This role puts you at the centre of innovation and customer success.

As our Customer Relationship Manager
, you’ll be the trusted partner to our clients in a dynamic software development and data exchange environment. You’ll own the client journey end-to-end, building strong relationships, coordinating seamless service delivery, and ensuring clients unlock maximum value from our platforms and services.

• Serve as the primary relationship owner for Key Account Clients.
• Build trusted, long-term partnerships with client stakeholders at operational and executive levels.
• Understand client business models, processes, objectives, and data requirements.
• Act as the client advocate internally, ensuring client needs are clearly communicated and prioritised.
• Contribute to the development, implementation and management of effective and efficient business process optimisation strategies that ensure that all stakeholders are serviced efficiently and effectively.
• Support the Strategic Business Enablement (SBEMs) team by identifying sales opportunities within the existing client base and facilitate sales engagement opportunities for the SBEMs.
• Develop tactical plans for the execution of strategic objectives within Key Clients.
• Articulate and enhance value propositions through monitoring of client usage of services to drive and increase transaction volumes.

• Coordinate onboarding of new clients handed over from the Strategic Business Development Managers, including solution walkthroughs and documentation.
• Monitor service performance against SLAs and contractual commitments.
• Proactively identify risks, issues, or service gaps and drive resolution with internal teams.
• Ensure smooth coordination between clients and technical, product, and support teams.

• Lead regular client check-ins, service reviews, and performance reporting.
• Communicate product updates, enhancements, and roadmap changes clearly and professionally.
• Manage escalations and ensure timely, transparent resolution of client concerns.

• Ensure clients are using products effectively and achieving intended outcomes.
• Identify opportunities to improve client utilisation, efficiency, and satisfaction.
• Support renewal discussions and contribute to client retention strategies.

• Work closely with product owners, to relay client feedback and requirements of enhancement request or new product opportunities.
• Contribute to improvements in customer experience, onboarding processes, and service models.
• Participate in continuous improvement initiatives related to client engagement and service delivery.

• Relevant tertiary qualification in Business, Information Systems, IT, or a related field such as Insurance.
• Experience working with software platforms, APIs, or data exchange environments
• Understanding of software development life cycles and service delivery models
• Familiarity with SaaS, subscription-based services, or enterprise platforms (advantageous)
• Ability to engage confidently with stakeholders across business and technical teams and client IT stakeholders
• Insurance Market/Industry Knowledge
• 5 years’ experience in customer relationship management, account management, or client services within a software, technology, or data-driven organisation
• Experience working with enterprise or regulated clients in the Insurance Industry is advantageous.

Should you meet the criteria, apply now and help us turn great client relationships into lasting partnerships.