Client Services Executive

Job Locations UK-Basildon | UK-London | UK-Nottingham
Posted Date 3 weeks ago(28/2/2018 10:21 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 terms; service, delivery and engagement. Our aim is to achieve client service throughout the Wilmington Healthcare client journey from onboarding to advocacy.


This role is part of the client services team. The primary purpose of this role is to work closely with the client to ensure that their needs are met, and expectations exceeded at any given opportunity, with a view to building long-term relationships and securing commitment over time.


Your remit will be across the whole of the Wilmington Healthcare portfolio including, but not limited to, CRM services, multichannel marketing, customer research, subscription products/services and bespoke projects.


Clients will typically be from the pharmaceutical sector, med tech, agencies and other suppliers to the NHS.

Skills and Experience Required






You will develop relationships with your allocated clients, answer their queries and address any issues/concerns, familiarise yourself with their products and markets and be their representative internally when implementing new processes and change management.


You will work closely with your clients to improve their understanding of the NHS, including, but not limited to, changes in structure, policy, commissioning, models of healthcare and patient pathways across therapy areas, as well as help them with their understanding of the latest legislation and industry regulation that may impact on ours and their business.


You will work closely with your colleagues in delivery and engagement to ensure the seamless transition of service and to maintain the integrity of the client experience throughout the client lifecycle.


The role will predominantly focus on the post-sale elements of client service including renewals but due to the nature of your relationships with your clients you may be required to get involved at a pre-sale stage, working closely with the account teams to maximise revenue potential and profitability as well as getting involved in demos, training, proposal writing, RFP responses, contracts, NDAs etc.


You will be able to consult with your clients, present the Wilmington Healthcare portfolio of services, solutions and capabilities and clearly and accurately define client requirements


Whilst working closely and liaising regularly with your clients you may identify new sales opportunities or product ideas which you will progress or pass over to the relevant commercial, innovation or operational teams.


You will also work with the operational and support teams to ensure that we are responsive to client needs and that excellence is maintained across all client touchpoints.




  • Excellent communication skills, written and verbal
  • Excellent initiative and problem solving skills
  • The ability to translate complex information (e.g. CRM systems and pharmaceutical data utilisation) into clear and understandable communications for internal and external clients
  • Ability to gather requirements and consult on CRM projects and communicate to internal project teams.
  • An ability to demonstrate and understanding of healthcare intelligence, multichannel marketing customer research and portfolio management
  • A team player able to communicate with a wide variety of people at all levels of the business.
  •  Previous project experience or evidence of working on multiple tasks and/or projects
  • The ability to work flexibly and perform well under pressure.
  •  Previous experince of SalesForce is desirable
  • Highly Competent in MS Word, Excel and PowerPoint
  • Excellent time management and planning skills
  • Excellent attention to detail – especially in times of high pressure.
  • Proven ability to work effectively alone and as part of a team.
  • Ability to network effectively at all levels – internally and externally
  • First class written and face-to-face presentation skills and a consultative approach.
  • Strong financial and business awareness with focus on profitability.
















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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