Senior Account Manager/Strategic Commercial Partner
Access UK Ltd
Total years of experience :12 years, 0 Months
o Developed and nurtured long term strategic relationships with major Local Government customer stakeholders through consistent customer engagement.
o Contributed to the development and establishment of the Local Government Strategic Account Framework with the use of strategic account plans.
o Engaged strongly with strategic customers via regional customer strategy forums, to support the development of new and existing products.
o Maintained trust with strategic customers through thorough account management to obtain in return, positive case studies and reference sites.
o Effectively articulated and presented strategic recommendations around customer success plans to maintain and increase strategic customer retention.
o Championed ‘customer voice’ in internal product roadmap and customer retention workshops, to ensure customers’ business objectives were met.
o Adhered to strategic deal closing processes, ensuring deal close plans were timely executed with the customer and forecasted deals were closed/won.
o Consistently succeeded in meeting and at times exceeded revenue targets, recognised company-wide with a ‘commercial and customer focused’ award.
o Managed and maintained a Strategic Customer Matrix which determined the performance of the customer base/identified whitespace for account growth.
o Partnered with the Commercial Director to retain the strategic customer base and build on the portfolio of Digital IT solutions for Health and Social Care.
o Adapted to operational and corporate change and implemented business process changes in account management as a result of an acquisition.
o Showcased leadership skills in adopting best practice account management and coaching commercial colleagues utilising product expertise knowledge.
o Successfully managed the office management team in line with the company performance management model.
o Reviewed the operational process of care delivery from rostering to service delivery and implemented necessary process change.
o Ensured complaints and service compliance issues were responded to in accordance with contractual requirements.
o Overseen the company’s implementation of Electronic Care Call monitoring.
o Overseen financial processes (receivables and payables) of the company and implemented necessary process change.
o Consistently provided major contribution in defining and developing social care systems as well as the data held within such systems.
o Routine provision of comprehensive data analysis/performance statistics which in turn, defined key areas of service improvement.
o Made a significant contribution to the Authority’s ability to use data to drive corporate strategies and projects (system upgrade- Frameworki to Mosaic).
o Centre point for the production and collation of accurate performance information, to fulfil Central Government statutory obligations.
o Successfully managed and recruited the Business Management Team.
o Successfully managed a regulated, Council funded Domiciliary Care payments operation (Annual value: in excess of £20m).
o Provided consistent budget monitoring support and financial expertise to the Senior Leadership Team (Annual forecast/spend value monitored: £80m).
o Successfully took an active role in ensuring due diligence and accuracy in all financial analysis and reporting.
o Partnered with corporate finance colleagues to successfully monitor the financial implications of the service transformation programme, Better Lives.
o Developed strong working relations with corporate finance officers to agree cost inflations and year-end accruals for the Homecare service.
o As a Project Lead, successfully delivered monetary and resource efficiencies through automating the payments process for Council funded Domiciliary Care.
o Provided vital project planning/monitoring support during the successful implementation of the Homecare Dynamic Purchasing System (DPS).
o Provided change management support to service teams during the “change in commissioning processes” phase for the Homecare DPS.
o Maintained a Professional image as a Council Officer, through the attendance of both, internal budget clinics and external Homecare Provider Forums.
o Successfully represented the Authority in Fee negotiations with Homecare Providers, in line with the Council’s agreed external inflation proposals.
o Competently prepared regulated homecare payment files.
o Provided strong assistance in the service’s financial forecasting responsibilities.
o Provided in-depth business process training to Business Management Officers.
o Quality assured and data cleansed officers’ processed invoice files.
o Assisted in service led projects, resulting in a change in service commissioning.
o Represented the Business Management Team in the absence of the team leader, at both internal service meetings and external supplier meetings.
Association of Accounting Technicians (NVQ 2-4) – AAT Qualified