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Job Title: Client Relationship ManagerContract: Permanent, Full-time (37.5 hours per week) Monday to FridayLocation: Home based with some travel as requiredSalary: Up to £31,000 per annum + commission, depending on experienceAs a Client Relationship Manager at Medigold Health, you’ll play a key role in shaping and strengthening the partnerships we build with our clients. Acting as the main point of contact for a portfolio of valued customers, you will be responsible for managing relationships at all levels and supporting smooth day-to-day service delivery, while also identifying opportunities to grow and evolve each account.You’ll work closely with senior stakeholders across a variety of sectors, taking time to understand their specific needs and ensuring our occupational health and wellbeing services deliver maximum value. Whether it’s helping to resolve a challenge, coordinating contract renewals, or identifying opportunities to introduce new services, you’ll bring a proactive and solutions-focused approach to everything you do.This is an exciting opportunity for someone who thrives on building strong, long-term relationships and is passionate about helping businesses improve the health and wellbeing of their people.Main ObjectivesEffective and pro-active contractual, commercial and relationship management of a client portfolio.Retention of client portfolio in line with agreed business requirements and targets.Development of client portfolio through up-sell, cross-sell and other opportunities to increase revenue, at all times promoting the company’s values and enhancing the Medigold Health Brand.Specific Responsibilities ClientExecute a strategic contact plan to proactively develop and maintain strong relationships with key decision makers, influencers and senior stakeholders.Understand and identify individual client needs and opportunities, to proactively cross sell and upsell, expanding Medigold Health services - wherever possible leveraging the internal supply chain.Proactively identify, mitigate and report any key risks within the client portfolio.Monitor and support delivery of agreed SLA’s, to meet client expectations and support long term account retention.Provide a responsive escalation point for any complaints or issues, working collaboratively with the Customer Care and Support teams to support timely resolution and ensure client confidence.Proactively engage with and correctly utilise key electronic systems, maintaining accurate and up to date client records to support business reporting and meet defined quality standards.Support client engagement with Medigold Health’s electronic technology-based solutions.Commercial / FinancialManage the contractual relationship, renegotiation renewal of each client contract.Work with Medigold Health Financial team to ensure all invoices are paid in line with contractually agreed terms and support in the resolution of any barriers to payment.Ensure that client pricing is updated in line with contracted Terms and Conditions.Working for the BusinessBuild and maintain strong relationships with all key internal stakeholders and senior managers, including clinical, commercial and customer support teams.Work with the Sales and Client Experience teams, to ensure retention of clients and smooth, structured implementation of new clients.Where appropriate work with Medigold Health’s third-party suppliers to ensure client requirements are met.Contribute to business projects as required, proactively sharing ideas to improve the client experience and identify new opportunities.Fully comply with all Medigold Health processes and policies.Fully comply with all aspects of, and requirements under, UK GDPR and industry confidentiality standards.Personal DevelopmentEngage with the Medigoals programme to meet personal and team targets, ensuring personal development and support of colleagues.Actively seek to maintain and update market knowledge and commercial awareness through internal and external relationships.Requirements for this roleQualification or equivalent experience in Relationship Management desirable.Strong communication and presentation skills, effective across verbal, written, and telephone interactions with all stakeholders.Proven ability to build and maintain relationships with senior managers, directors, and key stakeholders.Skilled in influencing key decision makers internally and externally.Excellent time and diary management – must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings, and Medigold Health sites where appropriate.Excellent knowledge of Outlook, Word, Excel and PowerPoint is essential.Knowledge and experience of data reporting platforms and CRM systems is desirable.The ability to work under pressure and meet multiple deadlines in line with client and business requirements.Must be willing to have travel (at times outside of core hours), with access to own transport preferable.Our Company Benefits31 days holiday inclusive of bank holidays, increasing with length of servicePension SchemeAccess to Company benefits and discount portalAccess to a Health Cash PlanFree eyecare vouchersCycle to work schemeAccess to confidential Employee Assistance programmeInteractive mental health and wellbeing app
