Client Services Manager (Scotland / North of England)

Medica Group

2d•Hybrid

About The Position

This is an exciting opportunity to join Medica, a leading UK telemedicine provider supporting NHS trusts with specialist reporting services. As a Client Services Manager, you’ll be the named Medica contact for a defined portfolio of clients across Scotland and the North of England, owning day-to-day relationship management and helping clients get maximum value from our services. You’ll focus on client satisfaction, service excellence and service growth, leading activities such as new client implementation, service changes, incident escalation, service reviews and education. You’ll also become a subject matter expert (SME) - supporting clients to understand Medica processes and supporting colleagues by translating client contracts into clear, workable ways of delivering the service.

Requirements

Experience managing operational workstreams in a client-facing management role, or managing client implementations / change with a client-focused approach
Ability to influence change and stakeholders to achieve project goals
Ability to be both strategic and tactical when making decisions
Ability to build consensus and relationships among peers and wider teams
Excellent communication, interpersonal and organisational skills
Experience working in or with IT stakeholders and systems

Nice To Haves

data analysis experience
familiarity with CRM software and procurement processes
knowledge of network connectivity concepts (VPN, NAT, firewall changes)
service management experience/understanding of ITIL
experience in radiology or a telemedicine environment

Responsibilities

Deliver outstanding customer service through clear, responsive communication and effective issue resolution, acting as the named contact for service queries, training requests and new service enquiries
Coordinate and/or lead client service review meetings in partnership with Customer Support and Commercial colleagues and maintain an internal client action plan to drive continuous improvement
Act as the first escalation point for internal teams on client-impacting activity, using data and insights to maintain a 360° view of client opportunities and risks
Implement and maintain optimal technical solutions and workflows with clients, including pre-sales design/tender input, mobilisation and change projects, and delivery of client training to ensure strong service utilisation
Represent the client voice internally - collating feedback from multiple sources, turning it into actionable improvements, and spotting trends that should be shared across the business
Support service growth through identifying up-sell and cross-sell opportunities, including specialist reporting services and service lines such as Teleradiology / MedPath+, and ensuring implementations are designed for growth
Create and maintain project, training and education resources for clients and internal stakeholders, and actively participate in knowledge sharing across the team