Senior Client Relationship Manager

Job Title: Senior Client Relationship Manager
Contract: Permanent, Full-time (37.5 hours per week, Monday to Friday)
Salary: Up to £35,000 per annum 
Location: Home based with travel as required

As a Senior Client Relationship Manager at Medigold Health, you’ll play a key role in managing and developing long-term partnerships with a range of clients across different sectors. Working closely with senior stakeholders, you’ll take ownership of the full client lifecycle - from ensuring smooth service delivery to identifying opportunities for growth and improvement.

You’ll be responsible for overseeing contractual and commercial performance, supporting client retention, and helping to expand service use through up-selling and cross-selling. You’ll act as a trusted point of contact for your clients, proactively resolving issues, managing expectations, and ensuring our services continue to deliver real value.

This is an exciting opportunity for an experienced and commercially minded relationship manager who enjoys working strategically, building strong professional relationships, and supporting organisations to improve workplace health and wellbeing.

Main Objectives

• Effective and pro-active contractual, commercial and relationship management of a defined, senior level 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 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.
• Deliver agreed financials in line with individual client forecast / account plan.
• 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, supporting client tenders 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.
• 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 

• Degree level or equivalent experience in senior relationship management roles across a range of sectors with medium to high value clients. 
• Strong communication and demonstrable presentation skills – must be able to communicate efficiently (face to face, verbally and in writing) 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.
• Must have the ability to influence key decision makers internally and externally.
• 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