This role will work closely with other account managers, sales, marketing, technical project management and customer support team as a key link between our clients, our business development and our customers. The role will be based heavily on relationship building, delivery of systems training and upselling of the brand and our products. Success within the role will be reflected in sustained and measurable customer satisfaction based on customer retention as well as generating new business by upselling new modules required by our customers. As such we have a reward / bonus scheme for the whole team that reflects the successes in these areas.

Job Description

Position Title: Account Manager (North or South)

Core Working Hours: 40 hours Mon-Fri 9am-5pm

Based in: Facilitated office space or working from home. To Be Agreed. We currently have offices based in Crystal Palace, South East London and at the Innovation Centre at the University of Kent Canterbury. However many of our team already opt to work from home and because these roles will involve significant travel, we are flexible on primary location.

Role and Responsibilities

Client Contact

• Periodic meetings with clients to check how happy they are with the solution and service.
• Frequent direct communication with clients to gauge and maintain high satisfaction levels and discuss feature requests and future requirements.
• Maintain the ‘Happy Clients’ RAG status for the defined area of work.
• Be the conduit between the client and our technical project manager to pass across all requests and solution development suggestions.
• Gauge feasibility of feature requests and determine whether development is required, determine urgency (from client perspective), and define scope.
• Outline new opportunities and available solutions to clients as they become available and upon contract renewal.
• Follow key processes and work with the sales team on client contract renewals.

System and Technical Team responsibilities

• Learn and gain a deep understanding of the full range of solutions we provide.
• Liaise with the technical project manager and technical development team to feedback requests from / to clients and influence new features.
• Attend in person or remotely bi-weekly tech review meetings / briefings in order to keep clients informed of request status and prioritisation.

Implementation responsibilities

• Work in conjunction with the technical Project Manager to help deliver smooth implementations of modules to new clients.
• Delivery of administrator training for key staff within the client organisation.
• Discuss, agree and execute further user training requirements as agreed with Technical Project Manager and Director of Sales.
• Ensure client satisfaction post implementation and beyond.

Wider responsibilities

• Recruitment and training of new staff in account manager positions as required.
• Represent the values of the company in all client-based dealings.

Travel

This role requires travel to different NHS Trusts within defined working areas. This can be either frequent or infrequent depending on how the role holder manages their own diary and schedule. Occasional travel to HeadQuarter offices in Kent and London is also required. Travel and subsistence expenses are reimbursed according to company expenses policy.

For more information and to apply for this role please contact John Adams at john@careerz.co.uk.