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 cocreated 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 HSJs 2022 Staffing Solution of the Year and have recently received the prestigious HSJ Partnership Award and the Spectators 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 longterm and positive relationships with clients and their stakeholders throughout their journey with Patchwork.

You will be tasked withmanaging 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 crossselling.

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 Patchworks 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 toface 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 Patchworks expectations and capabilities.

• Working strategically with external and internal stakeholders to expand their usage of Patchwork solutions.

• Identifying and leading opportunities for upselling or crossselling to support clients in adopting new technology solutions or services from Patchwork introducing and assisting the Sales Team where necessary to ensure upsell and crosssell 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 decisionmaking 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 selfstarter.

• Prideful in attention to detail.

• Ability and passion to work in a fastpaced scaleup team environment embracing its challenges and opportunities.

Nice to Have

• Experience in a tech startup/scaleup.

• Experience or knowledge of the NHS healthcare or healthtech industry.

• Experience or knowledge of workforce applications.

• Experience with SaaS products.

Benefits Perks & Remuneration

Salary: 60000 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 coworking 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 Patchworks Talent Team.