Customer Account Manager
Civica UK Ltd, United Kingdom
Job Description
Civica is the UK’s leading public sector software provider, with more than 22 years of sustained growth.
We’re developing and delivering the technologies that are transforming our vital public services, across Government, Healthcare and beyond.
We are recruiting for an experienced Customer Account Manager to manage the team delivery within our Account Management Team. This role sits within our MBD Division that provide the UK’s No. 1 medical billing service provider to the independent healthcare sector.
Requirements
- Responsibility for all delivery and relationship aspects of MBC’s major strategic accounts, in particular our biggest client with 25%-30% of the business unit’s revenue.
- Responsible for developing and maintaining the client relationships, including manging issues and queries.
- Leading the team to deliver the service to major customers, meeting targets and SLAs, improving processes and procedures to meet the customer demands.
Principal responsibilities and tasks:
Client Relationship:
- Maintaining and developing client relationships for the agreed list of major customers
- Lead regular client meetings, managing the information flow and delivering on outputs from these meeting
- Understanding the strategic direction of each major customer delivering changes required to meet the changing needs
- Liaising with Sales regarding changes, amendments of issues experienced
Team Leadership
- Leading the team to deliver the service to agreed SLAs
- Induct, train and develop team members, providing clear career paths and managing any performance issues
- Setting team and individual goals and objectives to achieve maximum performance
- Improving operations and processes to drive efficiencies and benefits to Civica and the customers
Essential competencies:
- Excellent communication at all levels both internal and external
- Experience of managing senior client relationships
- Proven operational delivery with clear drive and ambition
- Exceptional attention to detail, highly organised with the ability to multi-task in a high-volume environment
- Team leadership, proven to drive and motivate teams handling high volume calls and tasks
- Highly professional
- Flexible to meet changing needs of the business
- Ability to deliver the Civica ways, Knowledge, Integrity, Action, promoting innovation within a Diverse and Inclusive environment
Benefits
Life at Civica
Civica is the UK’s leading public sector software provider, with more than 22 years of sustained growth.
We’re developing and delivering the technologies that are transforming our vital public services, across Local Government, Central Government, Healthcare and beyond.
• Blended working: less commuting, more time with your friends and family.
• ‘Investors in People’ Gold: We prioritise the development of our colleagues to match their ambition.
• Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.
• Top rated employer Glassdoor: Our average length of service is 9 years.
• Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.
Building and maintaining an inclusive and supportive culture
Studies have shown that certain underrepresented groups of people are less likely to apply for a job that they don’t 100% match. At Civica, we’re committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel.
So, if you like the sound of this opportunity but you don’t meet all of the requirements then please apply. You could be the perfect candidate for this or other opportunities within Civica.
Mental Health Champions are here for you!
We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day to day life. We are available for support when you need it most and actively encourage our people to reach out to us.
Affinity Groups
Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community