Remote Technical Account Manager
4 weeks ago
Technical Account Manager
Location: The role is home-based with travel to meet with colleagues and clients (including regular meetings in London).
Job Type: Full time / Permanent
William Martin, part of the wider Marlowe SRC division, are at the forefront of revolutionising health and safety compliance solutions. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes.
Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.
Join us in crafting a future where compliance is more than just a necessity; William Martin Compliance is not just your safety partner but also your pathway to success.
You will report to one of the Account Directors but will also work closely with other members of the wider management team.
The purpose of the job is to work with and support the Account Director who is responsible for the delivery of consultancy services to clients through the team of consultants. The Technical Account Manager will be responsible for overseeing the service deliverables and the technical health and safety aspects of individual contracts. The Technical Account Manager will interface mainly with the clients’ Health and Safety team, Facilities Managers and with William Martin Compliance Service Directors, Consultants, Technical Managers and the Helpdesk team.
The role will involve a mixture of business administration, client management and health and safety activities.
The Technical Account Manager will be at the forefront of our delivery of a high level, responsive quality service to the client and as such, good communication skills and a ‘can-do’ attitude are key.
Keep the Account Director fully briefed. Be proactive and use initiative to develop client accounts. Attend client meetings / briefings with the Account Director or independently, as appropriate. Notify the client of any high risk / P1 issues arising in accordance with the client protocol.
QA reports within SLA and upload to the Meridian data management system. Be fully acquainted with the Meridian data management system, Report Writer software and the client specific modifications to these systems. Co-ordinate with the Meridian software team to resolve Report Writer issues. Liaise with the client and Service Directors to maintain client-specific risk assessment control standards and responses on Report Writer.
This includes liaising with Fire Consultants for advice on fire queries.
Support Consultants, particularly new starters in gaining knowledge of client accounts. Help to identify Consultant skills / training requirements.
Produce and analyse regular and ad-hoc reports of actions raised by consultants across each client, for example. Deal with any helpdesk tasks assigned, maintain full notes on the system and ensure satisfactory completion. Monitor the weekly helpdesk follow up any tasks not completed within the SLA.
Interface with internal development (IT) teams on enhancements to software systems for H&S.
Update client specific training materials, as required, to reflect changes in legislation, changes to client policies and procedures etc. Assist the Account Director in reviewing the quality of the content and delivery of training; both online and face-to face.
Liaise with the Training Administrator regarding the planning and scheduling of client training; both online and face-to-face. Assist in the delivery of training to client staff on use of the Meridian system (face-to-face and via Web-Ex) and possibly face-to-face health and safety training (dependant on experience).
Undertake health and safety consultancy activities as required.
Candidates should hold the NEBOSH General Diploma, or equivalent
Excellent IT Skills - Microsoft Office and other collaborative working systems is essential, specifically Excel, PowerPoint and Word.
A pro-active approach to problem solving - planning ahead to foresee potential issues and taking personal responsibility for completing tasks.
Willingness to travel (likely to be 60%+)
A good understanding of property management/FM would be very advantageous.
Knowledge of property management/FM.
Ability to deliver on H&S training courses.
By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired and we commit to supporting you every step of the way.
This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.
25 days annual leave plus bank holidays
Contributory pension scheme
Voluntary private medical
Simply health care plan
Gym and retail discounts
Cycle to work scheme
Religious holiday swap
Employee assistance programme
Life learning - online learning materials
Support with professional membership costs
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