Account Manager

PAM Group is rapidly expanding, and as the largest business within the Group, PAM OH Solutions is a national occupational health provider that proactively helps employers to reduce sickness absences and boost employee wellbeing. We work with clients across all industry sectors, delivering a flexible range of high-quality, proactive, and cost-effective solutions.

When you work for PAM, you’ll work with some of the most experienced Occupational Health clinicians in the UK and have the opportunity to work with organisations who want to make a positive difference in employee wellbeing.

We are looking for an experienced and dynamic Account Manager, with a strong track record of high performance, to join our National Client Relationship Team. You will be responsible for developing and nurturing relationships with a portfolio of existing Occupational Health clients, preventing account issues with a proactive approach, and establishing relationships at the Director level. You are expected to cross-sell additional products and services and lead contract renewals. This role requires an Account Manager to successfully cultivate consistent growth acting as a strategic advisor to your clients.

Hours of Work

Monday – Friday 40 hours per week, (local start and finishing times are flexible and can be determined).

Accountabilities

• Responsible for a portfolio of Occupational Health clients
• Provide proactive and consultative client support, ensuring high retention and net revenue growth within your portfolio of clients. This is executed by a deep understanding of each client’s business models, the contracts, and their needs and by providing solutions that will add value to their business
• Manage client interactions with a focus on growth opportunities
• Occasional travel to client sites
• Provide clients with detailed proposals and product demonstrations
• Build strong current knowledge of competitor intelligence
• Provide actionable customer feedback to key stakeholders to continually improve the service
• Collaborate with colleagues from other PAM businesses to benefit clients and meet their wider business objectives
• Use the PAM Way of Account Management, have an active Account Plan with renewal strategy – and lead the renewal process
• Account management building close and effective working relationships.
• Maintain the CRM, Salesforce
• Lead the implementation of a new client
• Ensuring service levels are maintained through collaborative working with operational team
• Excellent administration and problem solving
• Managing systems and reporting on service levels
• Using data analytics to identify trends and areas for potential growth of service uptake.
• Ensure effective internal communications.
• Work closely with colleagues and manage projects delivering successful outcomes.
• Maintaining confidentiality at all times
• Monitoring OHIO compliance to ensure that all information is correct and completed.
• Maintaining high levels of customer service
• Developing and maintaining effective relationships with Clinical and Client Service Operational Teams providing support to them, where necessary.
• Providing support to new team members.
• Keep working practices in line with company accreditations including ISO 9001, 27001, SEQHOS and IIP

Dimensions

The post holder work will work with a Portfolio of clients in a peripatetic role Nationwide.

You will be expected to contribute to the business success and work closely with clients and clinicians to ensure delivery of Safe, Effective and Quality service.

Travelling as part of the role is necessary however PAM will always look to minimise this.

You will use our systems and must have good IT skills using the internet and Microsoft Office software.

Complexity and Creativity

The post holder will demonstrate the ability to create solutions to issues and support the PAM culture of providing clear and pragmatic advice.

Using the escalation and support mechanisms as and when required contributing to the sharing of best practice in managing Occupational Health and Wellbeing.

The ideal candidate will have previous experience in delivering services to clients within a similar sector. They will also be able to demonstrate excellent communication skills with proven customer service experience within a business-to-business sector. Will have a resourceful, strong motivational ability and a commitment to service delivery excellence.

Skills Knowledge & Experience/Person Specification

• Ideally previous experience (1/2 years) in an Account Management and Relationship role
• You will be educated to degree standard or equivalent
• Excellent commercial experience
• Experience of dealing with clients and colleagues at all levels
• Ability to work to targets
• The ability to manage in a fast-moving environment dealing at all levels in the organisation
• Excellent communication skills and IT proficiency
• The ability to manage a growing client and deliver opportunities
• The ability to retain a strong relationship with client
• Be self-confident, smartly presented and well organises their daily workings

Contacts

Internal Colleagues

• Client Service Teams across the Group
• Clinical Teams
• Head of National Client Relationships
• Business Development
• IT
• Finance

External

• Client Managers
• Employee’s
• Prospective clients