Client Partner - Health

The posting

Our aim at Made Tech is to use human-centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone.

About the role

As a Client Partner, you will be responsible for growing a portfolio of strategic accounts within one of our Industry Sectors. Specifically, this role will be within Health, you can find out more about the brilliant impact we’re having in the industry here. You’ll develop a strong understanding of the challenges faced by your clients and work with a multidisciplinary account/pursuit team to support your client to overcome them.

For over 15 years we’ve been delivering health and care digital transformation across national, regional and local organisations. So whether it’s legacy modernisation, data and AI or a new digital health product or service - you’ll be joining with a deep level of expertise and care for what they do.

You will report to our Industry Director for Health and lead on the creation and execution of a strategic account plan for each of your clients and work with the account teams and staff on the ground to ensure we’re making strong progress towards our strategic growth goals in your accounts.

You’ll develop a razor-sharp understanding of your clients business problems, public sector challenges, department policies and Made Tech’s value proposition and be able to communicate this effectively to audiences of varying levels of digital and technology maturity.

You will be expected to identify specific sales opportunities within your accounts and to proactively take new ideas to your clients as well as network, gain referrals and outreach to key stakeholders in your target client portfolio. You’ll lead on the qualification, pursuit and capture of these opportunities and will personally hold a multi-million pound annual sales target, which depending upon client portfolio, will range from £5M to £20M. You will be expected to exceed your targets every year.

You’ll be expected to identify senior stakeholders, build strong strategic relationships and become a trusted and valued partner. You’ll also be expected to work with marketing to help build awareness in your accounts and target accounts. You will be expected to continually build your network and our influence within the client's organisation. You will expect to develop your (see below) and be a trusted advisor to your clients.

Working in conjunction with Finance, you’ll manage account profitability and take the lead on the commercial negotiation of rate cards and contractual terms, to ensure they are inline with the wider business guidelines.

Key Responsibilities

There are six core role competencies for this role:

Expert in your Client's Business

• Understand your client's strategy, goals, and challenges through continual research.
• Understand and learn how the public sector works
• Be an expert in GDS ways of working
• Regularly meet stakeholders, be a visible presence
• Understand the client organisation and who the decision makers are
• Attend governance meetings and showcases
• Understand our competitors, their profile with the client and their relationships
• Build relationships with commercial and portfolio holders to understand their pipeline

2. Expert in Made Tech Capabilities & Services

• Understand our USPs and how they differ to competitors
• Understand how we work and deliver
• Understand what good delivery looks like
• Understand Made Tech’s missions and values
• Understand Made Tech’s capabilities and how to apply them to clients
• Build relationships with capabilities and our delivery teams
• Have read Made Tech’s books
• Can talk about 5-8 relevant case studies as though you were on the project
• Stay current with relevant Made Tech projects, proposals and marketing
• Share supporting content with each other

3. Trusted Advisor

• Have empathy with clients, be client first.
• Consult to the root cause of the problem.
• Be a problem solver.
• Strive to learn. Show and develop your level of understanding.
• Be a great listener, be transparent, be human, build personal relationships and trust
• Be available, responsive and act fast.
• Understand reasons, constraints, challenges and impact
• Establish facts and summarise (understanding, actions)

4. Leading Account Teams

• Develop an Account Strategy that brings value to the client, our team and our business.
• Meet regularly to review and set goals.
• Set clear roles and responsibilities.
• Motivate the Account Team. Build and grow relationships. Listen and act on issues.
• Motivate and support the entire team to support growth that brings value both to clients and to Made Tech.
• Capture and share intel. Motivate and support delivery teams to report back opportunities.
• Be the CEO of the account:Outward Facing Understanding of the Market Understanding of the Competition Building and Motivating a Senior Team Creating a clear strategic plan Driving execution against the plan
• Coach account team members.
• Ensure account management and client service is delivered to the highest of standards.

5. Outreach and Networking

• Use, and continually experiment with, a variety of channels (eg: client referrals, partners, MT SLT, hallways, events, authoring blogs, social media, email, LinkedIn)
• Build relationships with a variety of stakeholders
• Prioritise relationships with key decision makers and senior stakeholders right up to C-level.
• Consistently commit time to outreach to generate new stakeholder meetings.
• Be credible. Bring value. Be equal business partners.
• Bring clients together.

6. Sales Leadership

• Commercial, finance, P&L understanding and the key elements of what makes work more and less profitable for us
• Own revenue goals and have a clear plan to achieve them.
• Managing account teams to maximise margin and profitability over time
• Optimising rates and margin to increase our chances of winning and delivering profit goals
• Negotiate favourable contracts and working arrangements that reduce business risk and cost.
• Work with client commercial teams to ensure we have the right relationship, commercial governance and commercial team is clear on our value add
• Strong contractual and commercial client management
• Create proactive, win-win opportunities by leveraging the team around you.
• Understand industry data, contract expiries, track and attend pre-market engagement.
• Balance investment in short and longer term opportunities.
• Understand what is required to win an opportunity. Create a plan and execute on it (win strategy).
• Feedback intel to help Made Tech, helping the business improve and win upcoming opportunities.
• Understand what a good proposal looks like. As Sales Lead, help proposal teams deliver excellence.

Skills, Knowledge & Expertise

You will have:

• A strong track record in developing growth in your strategic accounts, up-selling and cross-selling new services and building strong, long-lasting value-based relationships with stakeholders.
• Excellent knowledge of digital service concepts and our markets, with the ability to articulate the distinct aspects of products and services and position them against competitors.
• Expertise in consulting and building strategic account plans and managing account teams to drive exceptional growth and where necessary you will also be prepared to operate as a pioneer and build pursuit teams to further a new business
• A strong track record in winning multiple multi-million-pound contracts and delivering against quarterly and annual targets.
• An appreciation and knowledge of technology delivery, agile methodologies, etc.
• Broad technology experience and a sound awareness of technology and public sector trends and policies
• Ability to operate in a highly competitive and pressurised environment, making sensible decisions that do not compromise Made Tech and our clients.
• Ability to communicate, present and influence credibly and effectively at all levels of the customer organisation, including executive and C-level.
• Expert networking skills and the ability to build strong and appropriate relationships with senior stakeholders.
• NHS and public sector healthcare experience and existing relevant networks would be essential to the role.

At this point, we hope you're feeling excited about Made Tech and the job opportunity. Even if you don't feel that you meet every single requirement, we still encourage you to apply.

Security Clearance

An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're looking for all successful candidates for this role to have eligibility.

Eligibility for SC requires 5 years' continuous UK residency and 5 year' employment history (or back to full-time education). Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won't be able to progress your application and we will contact you to let you know why.

Job Benefits

If you need this job description in another format, or other support in applying, please email [email protected].

We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We’re collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us.

When you apply, we’ll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We’ve put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates.

Life at Made Tech

We’re committed to building a happy, inclusive and diverse workforce. You can get a sense of what it’s like working here from our blog, where we talk about mental health, communities of practice and neurodiversity (as well as our client work and best practice).

Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you’d like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know.

Benefits

We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We’re also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose to.

Here are some of our most popular benefits listed below:

30 days Holiday - we offer 30 days of paid annual leave plus bank holidays

Flexible Working Hours - we are flexible with what hours you work

Flexible Parental Leave - we offer flexible parental leave options

Remote Working - we offer part time remote working for all our staff

Paid counselling - we offer paid counselling as well as financial and legal advice