Client Relationship Manager
Provide effective and pro-active contractual, commercial and relationship management to a specified portfolio of key clients across the company’s existing customer base
Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
Location: Home-based with some travel as required
SUMMARY
To provide effective and pro-active contractual, commercial and relationship management to a specified portfolio of key clients across the company’s existing customer base through overall support and service to the allocated customer portfolio as well as the development of ones’ portfolio through up-sell and cross sale.
MAIN OBJECTIVES
- Overall contractual, commercial and relationship management responsibility for a defined customer portfolio.
- Retention of customer portfolio in line with agreed business requirements and targets.
- Development of the customer portfolio through up-sell, cross sell and other opportunities to promote and enhance the Medigold Health Brand.
- To enable successful service delivery to clients ensuring benefits are realised.
SPECIFIC DUTIES
Client Duties
- Pro-active development and maintenance of strong relationships with key decision makers and senior stakeholders across the client portfolio.
- Establish Robust Internal Network. Build and maintain strong relationships with all key internal stakeholders and senior managers – clinical, commercial & customer services.
- Understanding individual customer needs and implementing solution-based initiatives.
- Identifying opportunities to expand Medigold Health services (Wellbeing, EAP, Mental Health Services, Absentia etc) with each customer.
- Understand the services being delivered to each customer.
- Identify any key risks within the customer portfolio.
- Ensure delivery of agreed SLA’s, through the customer service teams, maintaining a consistent high level of customer service delivery.
- Be the escalation point for any complaints / issues that the customer service teams require additional support with.
- Ensure a regular meeting and contact strategy is in place with all key customers.
- Maintain minutes of each meeting and share minutes of meeting with customers.
- Pro-actively engage all customers in Medigold Health’s electronic technology-based solutions.
- Work with the business to ensure customer deadlines are met.
- Occasional requirement to travel to customer meetings an ad hoc basis, depending on customer needs / requests.
Commercial Duties
- Manage the contractual relationship and renewal of each client contract.
- Maintain accurate Records on Sales Force.
- Deliver agreed financials in line with individual client forecast / plan.
- Work with Medigold Health Financial team to ensure all invoices are paid in line with contractually agreed payment terms.
- Ensure that client pricing is updated in line with contracted T&C’s.
- Ensuring financial targets are set, communicated, monitored and met with regular reviews of financial reports addressing any areas that may need improving or further analysis.
- Take the lead to ensure a detailed forecasting exercise is produced for all customers prior to the upcoming financial year.
- Work with line managers and staff within the business to review individual customer’s financial achievements against budgets and forecasted revenue on a quarterly basis.
- Develop relationships with the Finance Team, discussing any concerns or suggestions to improve the financial situation of the business and ensure you fully understand the overall P&L performance.
- Know the financial trends of the business and planning for any ‘dips’.
Additional Duties
- Work in Partnership with the Customer Services teams to ensure they are aware of any changes to the customer base.
- Work with the Sales team and Customer Experience Team to ensure smooth and structured implementation of new clients.
- Work with Medigold Health’s 3rd party suppliers to ensure customer requirements are met.
- Fully comply with all Medigold Health processes and policies.
- Fully comply with all aspects of, and requirements under the UK GDPR.
- Support the Client Services Director and other Board Directors on all aspects of client requirements, as appropriate.
- Build and maintain an individual Personal Development Plan.
- Maintain and update market knowledge and commercial awareness through internal and external relationships.
ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES
- Understand, demonstrate, and promote the Company’s Genetic Code.
- Assist with induction and training of new employees.
- Manage confidential data in line with the UK GDPR.
- General Office Duties.
- Contribute ideas and suggestions to continuously improve the Customer Experience.
- Assist with colleagues work during absences.
- Attend meetings and training sessions as required.
- Set and lead the strategic direction of the business.
- Be a role model to the business and lead with motivation and a positive attitude to success, encouraging teamwork and to think outside the box.
- Any other request made by a Manager or Director.
REQUIREMENTS FOR THIS ROLE
- Degree level or equivalent experience in Customer Relationship Management.
- Strong communication and presentation skills – must be able to communicate efficiently (verbally, in print and via the phone) to all levels of internal and external stakeholders.
- Excellent relationship management skills – must be able to build and maintain relationships with senior managers, directors and key customer stakeholders.
- Influencing – must have the ability to influence key decision makers internally and externally.
- Time & Diary Management – must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings, Medigold Health sites and working from home, where appropriate.
- Excellent knowledge of Outlook, Word, Excel and PowerPoint is essential.
- The ability to work under pressure and meet multiple deadlines in line with client and business requirements.
- Must have full and clean driving licence and be willing to travel.
CORE SKILLS & BEHAVIOURS
- Demonstratable Relationship Management Skills
- Highly Organised
- Able to work as a team and independently
- Time planning and priority setting
- Adaptable and able to embrace change
- Exemplary communication and presentation skills
- Strong attention to detail
- Decisive Thinker
- Ability to influence
- Flexible
- Responsible
- Well Organised
- Professional in appearance and approach
- Proactive Trustworthy and Honest
- Calm under pressure
- Willing to learn new skills
- Efficient Enthusiastic and Proactive
- Possess a positive can-do attitude
- Department
- Sales Team
- Role
- Client Relationship Manager
- Remote status
- Fully Remote
- Employment type
- Full-time
Client Relationship Manager
Provide effective and pro-active contractual, commercial and relationship management to a specified portfolio of key clients across the company’s existing customer base
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