Client Relationship Executive

Job Locations UK-London
Posted Date 2 weeks ago(9/2/2018 6:21 AM)
# of Openings
Wilmington Healthcare

Company Outline




Wilmington Healthcare is an unrivalled, single healthcare data, education and information resource with outstanding analytics capabilities. We provide our clients with market leading insight into local health economies, complemented by increased access to senior health stakeholders and the wider NHS which results in effective and actionable insights.

Wilmington Healthcare comprises Wellards, Binley’s NHiS and HSJ.


Main Purpose of Role

Client services consists of three key teams; service, delivery and engagement. Our aim is to achieve client service throughout the Wilmington Healthcare client journey from onboarding to advocacy.


The client relationship executive will focus on client adoption and usage of Wilmington Healthcare subscription products.


Working with clients from across the healthcare community including pharma, medtech, voluntary organisations, professional services, technology and the NHS to name a few.


The role involves ensuring that new and existing clients successfully engage with the products and services they are subscribed to and that they are realising the full potential of the solutions they purchase.


The purpose of this role is to build and maintain relationships with existing customers, upselling where possible. This will include executing the on-boarding process for new and existing customers. It will also require travel to visit customers as they join/purchase the product.


This role is critical to developing and delivering Wilmington’s growth strategy and expanding our product offering for one of our key brands. This is a unique opportunity for a talented and customer-focused individual to be part of the continued success of a new product launch for our biggest brands. This is a very targeted and premium product which requires an ambitious person with strong account management skills.


From initial set up of users, to the rolling out of subscription products, dealing with queries, discussing with users how they currently use the tools as well as implementing and contributing to client engagement strategies to ensure the continued retention of clients. This role will involve providing support, training and proactively implementing engagement strategies to enhance the usage of Wilmington Healthcare products.


Undertaking a variety of complex and work activities, some non-routine, with a substantial degree of personal responsibility and autonomy within agreed frameworks. It is important to be able to work both alone and as a member of a team. When working with clients there will be the need to deal with some confidential issues and to act accordingly.


  • To work under the guidance of the Senior Client Relationship Manager
  • As part of the Client Relationship Team ensure that the core hours of service are covered (9:00am to 5:30pm Monday to Friday).
  • To handle and action inward bound calls and email queries of wide ranging content in regard to Wilmington Healthcare products.
  • Log queries and follow through to resolution or delegate query appropriately to the relevant team/ person.
  • To deliver planned and ad-hoc webinar training and face-to-face training on Wilmington Healthcare products.
  • Be a key contact for new customers and helping them maximise their service
  • Maintain user access and update details, settings and permissions when required for subscription products.
  • Produce and analyse usage reports for Wilmington Healthcare products.
  • Assess usage reports to identify clients’ requirements and needs to support their usage of products.
  • Actively implement and contribute to ongoing client engagement strategies.
  • Maintain regular contact with key contacts to collaborate on client specific engagement strategies.
  • Engage users to learn how they are or not currently using Wilmington Healthcare products to identify client needs or experiences that can be incorporated into client engagement strategies.
  • To increase usage by existing clients of products already sold and continuously developing and implementing retention strategies.
  • To create, edit and update user guides, bespoke supporting documentation for products, process documentation and training slides as and when appropriate.
  • Keep users up to date on tool updates, enhancements, important news and top tips by preparing and sending regular email communications.
  • Liaise with the IT team for bug fixes and product updates.
  • Perform routine administration processes such as eAlert sent analysis and keyword checks.

Skills and Experience Required

  • A keen interest in an account management role with specific focus on ‘on boarding’ and high quality customer service in a business to business sector/product.
  • Great customer focus and relationship management skills.
  • Able to work to challenging targets within tight timeframes, prioritising and setting clear measurable and achievable goals
  • SalesForce experience would be desirable
  • Experience of high value information subscription services would be advantageous.
  • Supreme customer focus
  • Excellent verbal and written communication skills
  • Strong analytical skills and use of Excel/data packages
  • Extremely well organised and able to manage and prioritise a diverse workload
  • Able to create a network of peers and build relationships both across the business and with external suppliers
  • Excellent communicator, confident and outgoing, with an ability to persuade at all levels


We are focused on ensuring that Wilmington remains a great place to work. We value our people and we continue to invest in their career development. We encourage learning, and career opportunities are possible across all Wilmington companies

“We are committed to equality, equality of opportunity and valuing diversity”





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