International SOS is the world’s leading medical and travel security risk services company with 11,000 employees. We provide a world class offering for travellers and expatriates. Every single day we are making a difference in people’s lives and able to support them when they need it the most.  We offer our employees a dynamic, friendly and multi-cultural environment to work in. 

We are currently recruiting a Client Services Executive on a permanent contract to join our team in Amsterdam, Holland. The successful candidate will be managing the operational onboarding of new clients; providing a consistent administrative support function to the Sales and Marketing department in relation to client renewal, new client set up and client reporting; work with the Head of Client Services to assist in the implementation of and efficient adherence to the key processes of the Sales and Marketing department.

Key Responsibilities:

Account Management and Business Development Support

• Assisting with the operational implementation of new accounts
• Provide education to designated clients on the programs specifics through face to face meetings, telephone calls or webex including when relevant:
• Drive of the use of the client tool box (access, training and monitoring)
• Email campaign
• Adoption monitoring
• Membership app roll out and monitoring to designated clients
• Driving client utilization through educating them on International SOS’s products and services
• Membership card requests management (from order till delivery within set-up KPIs)
• Participating in client review meetings and presenting on client specific activity and utilization with Business Development Manager / Account Manager

Analysis and Reporting

• Supporting the renewal and business review process by generating client specific activity and utilization reports within the agreed timeframe and review with the relevant Business Development Director / Business Development Manager to ensure the accuracy of information and identification of any potential services issues and implement corrective actions to address the services issues
• Market intelligence and competitor activity Client utilization
• SalesForce utilization and compliance

Salesforce.com

• Ensure real time update of all client related activities into Salesforce.com
• Drive and monitor SFDC usage and adoption
• Updates to Procedures and SFDC attachments (with Operations & Business Development Managers): Ops and Billing Procedures set-up and maintenance, contracts and Declaration attachments, Authorized persons

Process / Project Management

• Management of the end-to-end new client set-up for designated clients:
• ‘On-boarding’ of new clients including the development of clear operations and billing procedures to allow the Operations Department to effectively service the client
• Act as primary account person for designated clients on educational matters
• Monitoring of issuance of client invoices within Contract Invoice Timing (CIT) through to successful delivery (with Finance)
• Provide training to operations as and when required
• Issue Standard Contracts and Certificates of Subscription
• Scripting updates (with Operations)
• Maintenance of paper client files
• Act as the primary inter-department liaison on operational / administrative matters
• Quality of Service Management
• Maintaining data accuracy and integrity of client data in SFDC and Price Manager
• Managing data and contractual compliance by ensuring that administrative data at the account, program and opportunity level is updated and up to date (contacts, addresses, dates, contracts, activities and subscriber declaration)
• Ensuring that procedures and operational information (Authorized Persons, Emergency Contacts and interface with Insurers) are reviewed, accurate and updated with the Assistance Centre audit as KPI
• Providing feedback on how to optimize key Sales and Marketing processes re-engineering where required gaining further efficiency and effectiveness

Profile:

• Excellent numeric, written and oral communication skills
• Ability to work in a multi-lingual, multi-cultural where consensus is the norm
• Excellent time management skills with the ability to successfully manage numerous projects simultaneously
• Computer literate (MS Word, Excel, PowerPoint and CRM applications)
• Strong individual that can work autonomously and within a team to deliver results
• Experience in an operationally / commercially focused analytical and/or Customer Services role
• Research experience valuable
• Exposure to working in a cross-border engagement sales environment including previous working experience selling to emerging markets
• Ability to communicate in English fluently (oral and written) is an absolute must. Ability (or willingness to learn how) to speak Dutch will be an advantage

Travel / Rotation Requirements

• Some travel as required

Here at International SOS we will offer you an interesting, varied and challenging career, where you will have the opportunity to experience working within a multicultural environment

Please apply online now attaching your CV.

www.internationalsos.com