Implementation and Account Manager, EQL

• We are seeking a skilled Implementation and Account Manager to lead key areas of our InfoShare product, focusing on implementing our solutions, managing client relationships, supporting public sector-related contracts, and overseeing comprehensive account activities. This role is crucial for ensuring seamless integration of InfoShare technology, maintaining high client satisfaction, and promoting the effective use of our platform among contract suppliers
• InfoShare within EQL is a specialised product designed to enable efficient information sharing, particularly in government and welfare settings. It supports the secure and seamless transfer of data between individuals and government agencies or suppliers. Through a user-friendly interface enhanced by chatbot technology, Infoshare automates communication processes, allowing individuals to share relevant health information. This data is then processed to provide timely, appropriate responses or direct users to essential resources, streamlining interactions and ensuring critical information is readily available to support assessments and services

Desirable

• Implementation Management:
• Implementation Leadership: Lead the deployment of InfoShare solutions across public sector settings, ensuring smooth integration with clients’ existing systems and operations
• Project Management: Develop detailed project plans and timelines, holding regular project meetings to monitor progress and meet key milestones
• Client Communication: Manage client expectations by providing clear, consistent updates on project phases, addressing inquiries, and ensuring clients have a comprehensive understanding of the product's scope. Keep all stakeholders well-informed to support alignment and successful project outcomes
• Risk & Compliance Management: Identify and address potential risks throughout the project lifecycle, ensuring compliance with government regulations and data protection standards. Educate clients on compliance requirements tied to InfoShare implementations
• Change Management: Prepare client organisations, including DWP suppliers, for adjustments introduced by new technology, fostering acceptance and successful adoption
• Compliance and Security: Ensure all implementations comply with relevant health regulations, data protection laws, and security policies. Educate clients and team members on compliance requirements related to new health tech solutions
• Account Management:
• Client Relationship Management: Cultivate strong relationships with public sector clients and their suppliers, serving as the primary point of contact to provide tailored support that meets unique client needs
• Continuous Improvement: Regularly monitor and evaluate the performance of InfoShare implementations, suggesting upgrades and improvements based on client feedback and usage patterns
• Client Advocacy: Act as a liaison for clients within EQL, representing their needs and driving resolutions to their challenges in collaboration with cross-functional teams
• Feedback and Enhancement: Establish regular feedback channels to gather insights and use this input to guide InfoShare’s development. Implement strategies for ongoing service enhancement
• Training and Support: Provide comprehensive training sessions and documentation, ensuring client teams are fully prepared to leverage InfoShare for their goals
• Incident and Reporting Management: Respond promptly to service disruptions, coordinating with technical teams to minimise client impact, and maintain detailed reports on account metrics and incidents for continuous improvement
• Client Retention: Develop strategies to ensure high satisfaction and retention rates, monitoring industry and regulatory changes to anticipate and meet evolving client needs
• Compliance and Best Practices: Ensure all client interaction and data handling complies with legal, regulatory, and company standards. Promote best practices in data security and privacy among all clients

• Initial Screening: 30-minute video call to discuss background, experience, and role alignment
• Hiring Interview: 45-60 minute video interview with the hiring manager to dive deeper into skills, experience, and suitability for the role
• Technical/Task Assessment (if applicable): A task-based assessment to demonstrate relevant skills, which will be discussed in the next interview
• Team Interview (if applicable): 30-minute video call with potential team members to assess team fit and collaboration style