Head of Client Relationship Management

Introduction

Be part of something great
 
Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Job Summary

Supporting the growth strategy within Connect requires a leader who can build a professional and proactive account management function. This role, reporting into the Vice President of Customer Services will establish core client facing processes, define and manage account development planning, support growth, and lead a team to deliver high growth and retention rates from existing customers. The function will also bring the voice of the client into internal meetings and represent client feedback internally.

Essential Job Duties

1. Managing day to day contract / commercial / operational change control
2. Building and delivering account development plans that help to increase client satisfaction, wallet share and retention rates
3. Preparing and delivering relevant and impactful monthly and quarterly business review
4. Attending appropriate internal governance meetings to remain close to reality of service delivery for assigned clients
5. Implementing projects that fall below the complexity, scale or risk profile determined by PCAT
6. Undertaking client renewal activity as required
7. Act as part of the Connect Senior Leadership team and contribute to the future success of the division

Education and Experience Requirements

Qualifications & Experience
•Experience of working in a client facing role and having accountability for the success of that engagement
•Strong written and spoken language skills
•Effective and authentic communicator with the ability to adapt style to suit client preferences / needs
•Experience of working with emerging technologies and helping clients adopt / adapt to those changes
•Experience of having challenging discussions and debates and being able to reconcile seemingly conflicting requirements into ‘win / win’ outcomes
•‘Owning’ key Client Relationships and being seen as a ‘trusted business advisor’
•Representing the integrity and values that Maximus are renown for

Individual Competencies
•Project management skills, with the ability to provide concise and well thought out project updates to key stakeholders
•Confidence, the ability to challenge senior stakeholders to drive change
•Able to work well with others, creating an environment where continuous improvement and high-quality outputs are achieved
•Ability to lead a team through change initiatives, maintaining focus and desired outputs
•Good working understanding of Microsoft Office 365 and associated products
•Undertaking line management responsibilities for Account Managers including all related people tasks

Desirable
•Experience of the Charity / Third Sector
•Experience of running a team of Account Managers and a Client Management function
•Contributing to bid and solutions teams on complex / large scale bids.

Travel Requirements
Ability to travel nationally with suitable notice.

Equal Employer Opportunities Statement

MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, Part–Time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.