Client Partnership Director, Patchwork

• Demonstrable experience in account management, in a revenue generating capacity
• Proven track record of driving growth and retention of key clients in an enterprise sales environment
• Excellent business partnering skills with both internal and external stakeholders, in particular executive level stakeholders
• Demonstrable experience in successful contract negotiation
• Proven track record of working with a strategic mindset to maximise opportunities with clients
• History of adopting new techniques and ways of working, in order to keep up to date with the market
• Strong reporting capabilities in order to communicate effectively with internal and external stakeholders
• Exceptional communication skills, equally at ease working autonomously or as part of a collaborative team
• Tech savvy and adaptable to new technologies and systems
• Familiarity with systems such as HubSpot or at other CRMs is essential
• Eagerness to work with multiple people and be a self-starter
• Prideful in attention to detail
• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities

Desirable

• We are looking for a Client Partnership Director to join our amazing Client Operations Team at Patchwork Health
• You will be responsible for maximising happiness and nurturing long-term and positive relationships with clients and their stakeholders throughout their journey with Patchwork
• You will be tasked with managing the overall strategic relationship with a defined group of Patchwork clients across a region, ensuring clients are retained whilst securing additional revenue, by identifying opportunities for them to use our products and services through increased product and feature utilisation, and introducing Account Executives to achieve upselling and cross-selling
• Building and maintaining trusted strategic partnerships with clients, with a particular focus on executive and senior stakeholders acting as their primary point of contact
• Providing transformational support for senior stakeholders in the utilisation of Patchwork’s solutions, ensuring that our clients implement services and plan projects effectively
• Providing senior leadership for Key Account Team meetings with your region, ensuring plans and actions are captured to address clients’ needs
• Ensuring that all client matters are addressed with agility and efficiency, and in line with Patchwork values
• Ensuring clients are regularly engaged with a complete review of their maturity of using Patchwork solutions, utilising a maturity matrix and similar tools
• Ensuring that clients are supported, through all mediums, including on a face- to-face basis where necessary
• Ensuring all client contracts are in effect according to agreed terms and conditions
• Owning responsibility for client renewals; and ensuring all renewals meet Patchwork’s expectations and capabilities
• Working strategically with external and internal stakeholders to expand their usage of Patchwork solutions
• Identifying and leading opportunities for upselling or cross-selling to support clients in adopting new technology, solutions or services from Patchwork, introducing and assisting the Sales Team, where necessary, to ensure upsell and cross-sell opportunities are maximised and succeed
• Conducting regular strategic reviews of the market and regional status to aid in identifying new ways to ensure client retention
• Collaborating strategically with internal teams to relay clients’ evolving needs
• Working with the Director of Client Partnerships and other Client Partnership Directors to support the continuous development of service delivery to support client happiness being maximised
• Confidently communicate recommendations to improve outcomes, system and service improvements, through the right internal channels, building effective relationships with those internal stakeholders
• Accountability and responsibility for all client documentation and utilisation of internal systems such as the CRM for client reporting
• Ensuring internal stakeholders have oversight of any client Key Performance Indicators (KPIs), service delivery and achievements against defined outcomes in the utilisation of Patchwork solutions
• Utilising data to aid decision-making processes and focus activity proactively to support clients, whilst ensuring data is delivered in line with Service Level Agreements (SLAs)

• We are unable to provide individual feedback on each application. If you have not heard from us within two weeks, you have not been selected for an interview. We pledge to always provide feedback to applicants who interview with us