HealthHero is a digital-first, end-to-end healthcare provider. We connect smart digital tools with gold-standard clinical expertise to enhance people’s whole health and optimise healthcare efficiency. Active in the UK, Ireland, France and Germany, our mission is simplifying healthcare, improving lives. Being the European market leader, HealthHero is leading the way on shaping the virtual healthcare industry.
The Client Services Account Manager role is a brand new role being created and involves day to day management of a portfolio of clients which entails engaging with clients directly, resellers, and partners. You will be responsible for collating and managing renewal terms, including providing excellent service levels, conducting telephonic review meetings, maintaining accurate client CRM records, and negotiating renewal pricing.
This is an office-based role, managing clients via telephone, virtually, and email, however you could be required to visit clients externally on occasion. This role has excellent career prospects and a clear progression pathway to management or Senior Client Success Manager roles.
The role is also likely to evolve as the team grows and could involve more in terms of being an initial sales point of contact for inboard enquiries or following up on known leads.
You will need to be happy working in a fast paced environment, flexible, have a professional attitude, and have the ability to have difficult conversations!
Requirements
RESPONSIBILITIES
- Manage launch of GP and Mental Health contracts including access codes, domains, and telephone access etc.
- Manage end to end a small but growing portfolio of SMB businesses, including launch, awareness meetings, and review meetings.
- Be second point of contact for clients on behalf of your client success managers.
- Manage contracts and progress on behalf of your client success managers including obtaining required documents, including due diligence etc.
- Attend virtual and if necessary face to face Wellbeing events when requested by clients or client success managers.
- Reporting GP sub client headcounts and liaising with finance.
- Managing a portfolio of Mental Health and GP clients, intermediaries, and Occupational Health clients.
- Proactive client relationship management to ensure that targets are achieved for contract retention levels and renewals.
- Renewal negotiations for your own clients to achieve a retention rate of 95%.
- Help support upsell and cross selling opportunities to clients regarding specialist service such as onsite training, Critical Incident Stress Management (CISM), whistleblowing and international services as well as EAP and/or GP service lines.
- Maintain the highest standard of customer service and support to the sales, Customer Success Manager and bids team.
- Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities.
- Providing weekly renewal, activity and outstanding task updates.
MANAGEMENT INFORMATION:
- Ensure Hubspot CRM is accurate with current client and upsell opportunities
- Preparation of internal reports in a timely and accurate manner as requested by the management team
OTHER DUTIES INCLUDE:
- Answering the phone and directing calls appropriately
- Carry out any other task as deemed necessary by the management team
ESSENTIAL SKILLS AND COMPETENCIES
- Microsoft Office software experience including Excel, Word and Powerpoint
- Customer service focused: committed to providing exceptional service across all channels – written, phone and face to face
- Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally
- Experience working within the private health sector in terms of supporting delivery, sales, or account management of mental health and/or private GP services.
- Teamwork: willingness to assist and support others as required and get on with team members
- Will have a proven track record of working to key performance indicators (KPIs)
WHY JOIN OUR TEAM?
This is a fantastic place to work if you enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. The office is fast-paced and busy, so we look for colleagues who have a positive and focused attitude. Through training and DEVELOPMENT, we make sure that everyone who works here has the resources they need to build their careers. So, if you are ambitious, focused and a confident communicator you’ll soon discover that there are unlimited opportunities for you at HealthHero
Benefits
- Company Pension scheme
- Access to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme
- 25 days holiday +8 days bank holiday and an extra day off for your birthday
- Electric Car scheme
- Cycle to work scheme
- Salary Exchange scheme
