Our Client Management Training has been developed to enhance skill development and organisational capability, empowering Client Managers to build and manage client relationships effectively.
This program aims to improve client retention, drive revenue growth, and enhance time management. It also provides tools for your team to use that support them in delivering results while driving their professional development.
To provide a deeper understanding of our program's impact, we interviewed one of our valued clients who recently completed the training. Their journey, challenges, and achievements offer invaluable insights into how structured training can transform client relationships and drive success.

Interview Questions and Answers:
Q1: What were your biggest challenges related to client account management before participating in the program?
A1:Â Reprioritisation, moving away from habits from my previous role, and getting out of my comfort zone were significant challenges. Another challenge was building relationships, both externally and within my organisation. Setting up 'pre-briefs' and debriefs, taking a more flexible approach, and actively listening are solutions I have started working on, which I hope to refine over time.
Q2: How would you describe the overall impact of the Client Management Training Program on your approach to client engagement?
A2: The training provided a solid foundation and a great structure to work from. I love a good plan and seeing how something can work in practice, which has made the workload feel achievable. Building trust and credibility with a client takes time, and this program has helped me understand that. I’ve pushed myself to feel more comfortable with being uncomfortable and have learned a lot through this process, making interactions with clients more natural.
Q3: What were some of the most valuable aspects of the program for you?
A3:Â The guidance and tools on how to achieve my goals, having accountability, and the mentorship were invaluable. The ongoing sessions were equally important when navigating new waters. Venessa is insightful, experienced, and a fantastic communicator and motivator, drawing out solutions effortlessly.
Q4: Can you share an example of how you've applied the strategies learned in the program to build stronger client relationships?
A4: One example would be utilising these tools in a stakeholder meeting—reiterating initiatives underway, presenting key findings from client data, and discussing potential future solutions. This resulted in requests for new facilities, introductions to key partners, and positive feedback from external providers, reinforcing our value and helping our HR client contacts to demonstrate the excellent work they are doing to their internal Executive team.
Q5: How has the program helped you improve your portfolio management skills and effectively manage client needs?
A5: Structuring my year and segmenting my client portfolio has helped me proactively reach out to stakeholders and have more meaningful interactions. Clients will now inform me of what’s going on, allowing me to better understand their business and goals and create strategic solutions that build the relationship.
Q6: Did the program provide you with any new tools or frameworks for boosting client retention and advocating for your clients' success?
A6:Â The program supported more relevant and regular contact with clients and insurers. It shifted my focus to be more informed and solution-driven, advocating for clients' success by confronting issues directly rather than avoiding them.
Q7: Have you noticed any improvements in client satisfaction or engagement since completing the program?
A7:Â Yes, engagement is definitely up. Increased presence has led to more client and member enquiries, subsequently increasing claims enquiries. Encouraging member communications has made it known that clients can come to us with their needs.
Q8: Can you quantify any positive impacts on your team's performance or key metrics?
A8:Â Client retention has been strong, especially given current economic challenges. Client surveys have returned positive results. We have also promoted supplementary benefits, supporting our clients beyond our core business. All three of the market exercises we conducted resulted in additional business uptake.
Q9: How has the training program contributed to your professional development and sense of well-being as an account manager?
A9:Â The program has boosted my confidence and well-being. It has encouraged me to drive my professional development by setting goals and learning about sourcing the best terms, conditions, and solutions for clients.
Q10: How do you plan to leverage the skills and knowledge gained from the program in your ongoing client management activities?
A10:Â I will apply the same strategies, evolving them to fit each client's unique situation. Each tool or knowledge set I create will contribute to my approach in the next scenario. Reflecting and re-evaluating regularly will help me stay relevant and in step with client needs.
Q11: Would you recommend this program to other account managers or colleagues facing similar challenges? Why or why not?
A11:Â Absolutely. Especially for anyone starting out who wants to take a proactive approach. The program is flexible, tailored to your needs, and offers the opportunity to work with a passionate professional. Go in open-minded, set lofty goals, and commit the time and effort to get the most out of it.
If you would like to learn more about our Client Management Training Programs, visit our website here. All our training is bespoke and tailored to your needs with various delivery methods and program structures.
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