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Kubeshnie Subban

Kubeshnie Subban

Client Adoption Manager

Healthbridge.

South Africa

My passions include: • Natural, strong, relationship-builder • Effective, seasoned negotiator • being a strategic thinker • Superb communicator, both verbal and written • Ability to clearly and simply present information • Natural leader • Delivery focused • Committed team player, encouraging unified team-work My key competen...

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Healthbridge.

Client Adoption Manager

 Retention and upselling
 Customer retention and adoption strategies
 Service Metrics – Yield, Churn, TAT, Adoption of products
 Behavioural design model
 KRAs are directly linked to company strategy and client revenue streams
 Monitoring Results
• Accountable for end-to-end Customer Care of assigned product line
• Understand product and marketing strategy (from conceptualization stage for the products/ features in pipeline)
• Relationship management with EXCO, Product managers, Marketing managers, Heads of touch points and operations
• Design and implement customer care model for assigned line of products
• Monitor performance of Customer Care for assigned product lines against defined service levels
• Drive initiatives to pre-empt customer queries, ensure first call resolution, reduce query escalations from first line and quick resolution of queries across the support levels
• Collaborate with product and marketing teams to identify and implement campaigns for customer retention and engagement
• Build relationship with Customer Care middle management to facilitate implementation of Customer Care initiatives
• Manage performance of reporting members in the team
• Promote innovation, efficiency and customer focus in service delivery
• Product Adoption
Programming planning and project rollouts.
Create value based service adoption
Programme plan the BJ Fogg Behavioral Design plan for adoption of new products

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