Client Relationship Executive

Company Outline:
**Job Role: Client Relationship Executive**

**Location: Homebased**

**Salary: Competitive**

**Why do we want you?**

You are experienced in a
** B2B** service environment providing technical support and solutions to clients ideally with
**cloud software** experience. Experience within
**healthcare** or the NHS is desirable.

**We are Wilmington plc**

Wilmington plc is a portfolio made up of a specialist brands providing custom solutions to customers across the globe from over 10 different offices. We provide a wide range of products including specialist information and data, and high quality training and education, to help professionals manage Governance, Risk & Compliance (GRC) and Regulatory Compliance challenges. Find out more about our core purpose and how we help our customers do the right business in the right way.

Our two divisions, Information & Data and Training & Education, are underpinned by the work of experts in their field, including data and technology specialists and highly skilled practitioners who deliver our training and education solutions.

Our ambition is to have the best people work with us at Wilmington, delivering their best work because we care about them, include them and empower them. We will support you, develop you and recognise you.

**Wilmington Healthcare, **(Part of Wilmington I&D) is a market leading provider of healthcare data, education, news and information resources with outstanding analytics capabilities.
** **We provide our clients with market leading insight into local health economies, complemented by increased access to senior health stakeholders and the wider NHS enabling improved outcomes for patients. Our leading insight and news service, the Health Service Journal, provides the most influential people in health with vital intelligence, analysis and advice.

Main Purpose of Role:
Reporting to Team Leader for Client Success, the Client Relationship Executive is a client-facing, service and delivery role, working across portfolio to lead the successful delivery of service-based solutions for key clients.

**Client Relationship Team
- **Exists as the voice of the customer both internally and externally. Client retention and renewals are ultimately our responsibility. It is our role to be the trusted adviser and to ensure our clients get value from the services we provide. We don’t just want to meet our client’s expectations we want to continuously exceed them. We are measured by client feedback and repeat business. One of our main objectives is to establish relationships and partnerships across our top customers.

As part of the team, you will drive client satisfaction across our key accounts, showcasing the value of our solutions at every opportunity and positioning Wilmington Healthcare as a strategic partner.

The role is predominantly home-based, but there will occasions when you are expected to attend internal meetings either in our Whitechapel, London office or off-site, or the occasional F2F visits as required, and in line with the objectives of this role.
- As the post-sale client relationship executive you will ensure that your allocated clients successfully and effectively engage with the subscription products they invest in throughout their subscription to realise their full potential
- Onboarding of new clients and re-engaging existing clients, including the ability to tailor training to suit industry sector, market, product area to ensure relevance to the end-user
- Build and maintain collaborator relationships with clients including budget holders, decision makers and end users (advocates) to optimise renewal process and revenues and provide outstanding service and communication
- Produce and analyse usage reports, assess the usage of reports to identify clients’ requirements and support their usage of products including eAlert analysis, keyword checks and maintaining user access and update details, settings and permission as required
- Supply support materials, such as user guides, custom training documents and recorded training sessions to ensure that users are kept informed of tool updates, enhancements, important news and top-tips for usage
- Ensure that other internal partners associated with clients are kept up to date as required/appropriate, flagging ‘low-engagement’ or ‘at risk’ clients in a timely fashion
- Identify upsell opportunities and ensure the timely handover to the relevant sales-person to build revenues from existing subscription customers
- You will also collaborate closely with internal product team ensuring client feedback (bugs, issues, new requirements, positive comments) is passed on for the continual development of subscription-based products and services
- Work within agreed ‘rules of engagement’ so all clients have a defined level of service and usage as appropriate to their strategic value to the WH business
- You will play a key role in subscription renewals, supporting the sa