Client Partnership Director
Driving the success of Patchwork by nurturing long term relationships with existing clients!
About Us
Since 2016, Patchwork Health has been on a mission to make truly flexible and sustainable working a reality for all healthcare staff. Their fully integrated workforce management solution helps optimise outcomes for organisations, managers, staff and patients alike. Built by a team of dedicated healthcare veterans, and co-created with the NHS, their technology and services have been embraced by over 100 healthcare sites to date.
Patchwork offers a range of different solutions, including temporary staff banks, which enable organisations to source temporary staff from their own pool of approved workers; ‘collaborative staff banks’, which help healthcare organisations team up with others in the same region to widen and share their temporary staffing pools; an innovative new rostering solution which enables more flexible, sustainable staffing for permanent healthcare staff; and an Agency Manager which makes it easier for managers to select appropriate temporary staff from external agencies when necessary. Patchwork Insights also provides managers with comprehensive data oversight, to monitor staffing trends, shift fill rates and pay rate escalations, and reliably plan ahead to prevent staffing gaps.
Patchwork Health has been recognised as HSJ’s 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator’s Economic Innovator of the Year Award.
The Role
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.
Key Responsibilities
Client Relationship Management
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.
Client Growth and Retention
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.
Strategic Planning
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.
Reporting and Analytics
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).
Requirements
Essential
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.
Nice to Have
Experience in a tech start-up/scale-up.
Experience or knowledge of the NHS, healthcare, or healthtech industry.
Experience or knowledge of workforce applications.
Experience with SaaS products.
Benefits, Perks & Remuneration
Salary: £60,000 per annum
- Hybrid and flexible workplace
- Cycle Scheme
- Tech Loan Scheme
- EMI Share Options
- Perkbox + Perkbox Medical
- Coaching via More Happi
- Employee Assistance Programme (Health Assured)
- Personal Learning & Development Budget
- Flexible income options via Wagestream
- Dog friendly London Hub
- Vibrant and fun London Hub with unlimited refreshments & games
- Access to co-working spaces across the UK
The Small Print
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.
Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle. For more information on our pledges and policies, please refer to our website or reach out to Patchwork's Talent Team.
- Department
- Client Partnerships
- Role
- Client Partnership Director
- Locations
- London, United Kingdom
- Remote status
- Hybrid Remote
- Yearly salary
- 60,000
![Picture of Dan Staines](https://images.teamtailor-cdn.com/images/s3/teamtailor-production/square_226-v4/image_uploads/f3127ac8-2899-414e-8ab6-2ebc2b46f424/original.png)
Patchwork Values
-
Start with Empathy
We must lead with our humanity in every interaction, with our customers and our colleagues. With customers we start with empathy to truly understand their perspectives and deliver solutions that appreciate the complexities of their lives in healthcare. Within our teams, when people feel understood, they're more receptive to others' concerns—and team cohesion and collaboration follow.
-
Create Impact
We started Patchwork to make a difference to the lives of people in healthcare. And our impact is amplified when we strive for excellence in everything we do. And when each one of us gets to combine our love for our craft with the ability to make a real impact - only then can we make Patchwork a company we are proud to be part of.
-
Choose Courage
To choose courage is to challenge the status quo, to be remain ambitious, to choose the hard path if needed, to take risks and not fear failure, and to allow yourself to be vulnerable.
-
Own the Outcome
Ownership begins with accepting the responsibility of a project, product or even task, from inception to outcome. With true ownership of outcomes we find autonomy in our roles and become accountable towards our customers and colleagues.
-
Win Together
We can only win by coming together as a single team.
It starts by treating each other with respect and kindness, building on each other's strengths to grow together, balancing team goals with personal goals, and always celebrating collective wins.
Welcome to Patchwork
We're a rapidly growing community of healthcare professionals, technologists and specialists who have seen the rising pressures placed on NHS organisations and staff, many of us through first hand experiences.
By working closely with the NHS, we have built a number of award-winning products, which have helped fill over 3 million shifts so far across over 70 NHS sites (and counting!), helping save the NHS millions.
We are extremely proud of what we do - we're on a mission and there's no stopping us! So if you want to join a growing, people centric team that works impactfully to solve real world challenges, then you're definitely in the right place.
Our Mission:
To reinvent the delivery of care through our innovative technology and genuinely caring people.
Our Vision:
To ensure healthier, happier people in healthcare - globally.
Client Partnership Director
Driving the success of Patchwork by nurturing long term relationships with existing clients!
Loading application form
Already working at Patchwork Health?
Let’s recruit together and find your next colleague.