Client Account Manager

Job Description
THE COMPANY:
Meddbase is an online digital healthcare framework which has been designed and developed by Medical Management Systems Ltd.
In 2004, we created a comprehensive healthcare web-application that runs all aspects of a medical practice, from GP practices up to large hospitals groups. Our product enables single and multiple location private medical practices to connect securely to their data from any location worldwide. The business is thriving and we are proudly the leading online medical management system on the UK market.
Purpose of the Role:
The Client Account Manager (CAM) is responsible for building and maintaining relationships with existing Enterprise customers, with a focus on retention, as well as looking for opportunities to increase value to our clients by utilising our suite of product features.
The CAM works with clients, as well as internal operations teams to assist with needs such as system configuration, client administration, project coordination, client contracts and client finances. The CAM must be able to communicate with customers at all levels from executives to technical users.
This role is a great opportunity for someone who is a great communicator, loves working with customers, is commercially savvy and enjoys the fast-paced world of SaaS in the healthcare domain. We are looking for someone with previous experience in an account manager role ideally at a B2B software company, who is looking for a new challenge.
CAMs require a high degree of understanding of technical terminology and a keen desire to learn our product functionality is considered pivotal to this role. If you're looking to find a great deal of variety in your day-to-day initiatives, this role will not disappoint.
The CAM team is a small and growing team within our client delivery arm of the business, working closely with the newly developed Client Success Team to keep our clients happy. This role presents an exciting opportunity to be part of and help shape the future of our business.
Responsibilities:
Maximise value to our customers by promoting our key product features, using the product to help achieve their business objectives.
Provide creative solutions to client problems and challenges.
Contribute to the management of our CRM tool, ensuring accurate recording of client interactions and account statistics.
Conduct regular client reviews and visits both virtually and on-site.
Drive Client feedback to Product Management and Engineering teams and help prioritise product requirements.
Work alongside our wider operations team to improve client satisfaction, grow account revenue and reduce client churn.
Coordinate resources to meet and exceed client needs, while managing client expectations to prevent overload or missed deadlines.
Responsible for the ongoing relationship management of, and serving as the main point of contact for, a wide variety of stakeholders and client accounts.
Work closely with our client support team to ensure issues are resolved quickly and efficiently.
Willingness to travel regularly.
Person Specification:
Experience
A minimum of 3 years’ in an account management or technical support role.
Previous healthcare industry experience desirable.
Formal education in sales / marketing / communications is helpful but not essential.
Knowledge of the private and occupational healthcare sector is helpful.
Key Skills
Able to quickly establish rapport with colleagues and build strong relationships with stakeholders.
Excellent communication skills via phone, email and in person.
Attuned to opportunities to sell and influence.
Ability to work collaboratively and be attentive to client needs.
Organised and systematic when dealing with a wide variety of tasks.
Exceptional prioritisation skills.
Proven ability to succeed in a high-growth, fast moving role.
A self-starter who is highly proactive in building and managing internal/external relationships with key stakeholders and clients.
Experience working with the Microsoft Office Suite (Outlook, Word and Excel) to an intermediate level.
Willingness to learn and develop technical knowledge of the Meddbase product.
Working at Meddbase:
Our working environment is genuinely friendly, inclusive and comfortable.
Our London office is located minutes from Fenchurch Street Station, whilst our Southampton office is minutes from Southampton Central Station. Both offices have excellent bike storage and shower facilities.
We operate a flexi-hours scheme between 8.30am – 6.00pm with an hour for lunch. You will not be expected to work extremely long hours, as so often happens in software companies. We prefer the approach of ‘it’s a marathon not a sprint’, so we actively discourage working gruelling hours. Meddbase creates opportunities for everyone to socialise and spend time together informally. We offer a few different clubs, including a technical book club and a 5km running club. Additionally, our employee-led MeddLife committee arranges charity events, quizzes and other fun events across the year.
We provide breakfast cereals daily, as well as beverages and fruit.
Company Benefits:
We offer competitive salaries for all our roles and have a comprehensive benefits package. Our benefits include:
25 days of annual leave, plus bank holidays
Subsidised gym membership
Life assurance
Access to an Employee Assistance Programme
Private healthcare insurance for dental, medical and optical (length of service conditions apply)
Enhanced maternity and paternity pay
Sabbatical leave
Eye test vouchers
Flexi-hours
Development & Support:
Once you join our team, we will ensure you benefit from a thorough on-boarding programme. Aside from regular 121s, appraisals and informal check-ins, all employees have access to training and professional development opportunities.
Compliance:
Medical Management Systems is ISO 27001:2013 accredited and maintains various other standards to ensure best practice and DPA2018/GDPR compliance. As part of your role, you will be expected to undertake information security training on an annual basis. Furthermore, you will need to maintain awareness of and follow company policies on secure information handling.
Diversity:
Meddbase is an equal opportunities employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity or disability status.