Our Purpose
At Nourish Care Systems, we are currently expanding our Account Management team following our accelerated growth. Are you a passionate person with a desire to work for a company that is having a real impact on people’s lives?
As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.
As an employer, we offer all the support and development our employees need to grow their skills and expertise and we foster a culture of collaboration and contribution.
About the Job
As an Account Manager, you will be responsible for getting new clients onboarded and ensuring they receive adequate training by using our suite of Nourish systems, including Careplanner, knowing how it can support them in their daily roles. You will become an ambassador for the company and be able to confidently and competently answer most client questions in time.
The role and your responsibilities
* Developing a rapport with your customers and learning about their business will be essential to creating an ongoing relationship, displayed through check-in appointments throughout the client journey, including potential visits to client locations.
* Keeping customer records up to date, identifying and addressing customer needs, as well as handling complaints and cancellations.
* Operating proactively to ensure customer success and maintaining the highest standards of service regarding the Careplanner system.
* Maintaining accurate account information in our CRM and monitoring overall account health while implementing strategies to maintain an engaged customer portfolio.
* Conducting customer reviews and managing ongoing customer relationships.
* Retaining customers who request cancellations and attempting to retain them.
* Upselling additional products when appropriate.
* Communicating with clients professionally via email, telephone, or in person.
* Providing initial and ongoing training to ensure all relevant customer employees can use the system effectively.
* Staying up to date on all new feature releases and system statuses.
* Performing account updates, such as removing trial billing rates, adding ECMs, updating contact information, and agreeing on refunds/credits.
* Managing customer complaints and escalating them through the appropriate channels as necessary.
* Adhering to the procedures and policies established by the department’s Senior Account Manager and Line Manager.
* Treating customer data with care and respect in accordance with the company’s Information Security policies.
Required experience
* Strong organisational skills.
* Problem-solving approach.
* Good interpersonal skills.
* Ability to multi-task while maintaining high attention to detail.
* Professional, effective, and efficient working relationships with Account Management, Sales, and Support teams.
* Customer service focus.
* Effective communication skills on the phone, in writing, and in person.
* Able to suggest improvements to working practices for the ACM function of the business.
* At least one year of relevant work experience.
* Well-organised, good team player, with a problem-solving approach, can-do attitude, and enthusiastic and positive outlook.
* Knowledge of Microsoft Office suite of products, especially Excel.
* Some understanding of the social care sector.
* Knowledge of SAAS.
Nourish Benefits
* 25 days paid leave, plus public holidays.
* Additional incremental leave for length of service up to 5 days.
* Private Medical Insurance.
* Group Life Assurance.
* Dental Cover.
* Optical Cover.
* Enhanced Maternity leave.
* Pension Contribution.
* Employee Assistance Programme.
* Birthday day off.
* And many more...
All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references, and receipt of the appropriate Right to Work documents. Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities, and styles. The different skills, experiences, and backgrounds our employees bring to their roles create a diverse environment and make Nourish a special place to work.
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