Client Relationship Manager

Job Title: Client Relationship Manager 
Contract: Permanent, Full-time (37.5 hours per week, Monday to Friday)
Salary: Up to £31,000 per annum 
Location: Home based with travel as required

As 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 Objectives 

• Effective 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 

Client

• Execute 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 / Financial

• Manage 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 Business

• Build 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 Development

• Engage 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 role

• Qualification 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 Benefits

• 31 days holiday inclusive of bank holidays, increasing with length of service
• Pension Scheme
• Access to Company benefits and discount portal
• Access to a Health Cash Plan
• Free eyecare vouchers
• Cycle to work scheme
• Access to confidential Employee Assistance programme
• Interactive mental health and wellbeing app