Overview
This is a remote position where you’ll work from home to build and strengthen relationships between our organisation and our clients while supporting the onboarding and implementation of new accounts.
You will serve as a relationship leader for assigned clients and work closely with our Executive Leadership, Operations, and Technology teams to ensure clients receive high-quality service, clear communication, quick responses, and strong operational support.
A key part of this role is helping newly signed clients move smoothly from contract agreement through implementation, launch, and ongoing account management. Travel will occasionally be needed for client meetings, implementations, and strategic planning sessions.
Key Responsibilities
Client Relationship Management
· Serve as a primary point of contact and relationship leader for assigned clients
· Build and maintain strong relationships with client leadership, operational teams, and stakeholders
· Communicate regularly about programme performance, operational matters, and opportunities for improvement
· Develop a thorough understanding of each client’s goals, expectations, and success measures
· Advocate for clients internally while protecting our operational and contractual interests
· Identify potential concerns early and work to solve them before they impact the relationship
· Focus on long-term relationships centred on client satisfaction and retention
New Client Onboarding and Implementation
· Lead and coordinate the onboarding process for newly signed clients
· Manage the transition from contracting into implementation and account management
· Conduct and coordinate client kickoff meetings
· Create clear implementation plans with timelines, responsibilities, milestones, and deliverables
· Coordinate across internal departments involved in implementation
· Develop client-specific workflows for data exchange, technology integration, reporting, and other key areas
· Track all implementation requirements and ensure deliverables are completed on schedule
· Identify implementation risks and escalate concerns when needed
· Coordinate client training and ensure readiness for launch
· Ensure a smooth transition from implementation into ongoing account management
Programme and Account Performance
· Monitor assigned client programmes against established goals and key performance indicators
· Review performance measures such as engagement, utilisation, and outcomes
· Work with internal teams to identify areas where performance needs improvement
· Develop and coordinate corrective action plans when appropriate
· Proactively identify ways to improve engagement, efficiency, and client satisfaction
· Ensure all client commitments and deliverables are completed accurately and on time
Reporting and Client Meetings
· Coordinate and prepare regular client performance reports
· Conduct and participate in weekly, monthly, and quarterly client meetings
· Develop meeting agendas and track action items to completion
· Present programme results and updates in a clear, professional way
· Work with our analytics team to ensure client reporting is accurate and meaningful
· Translate complex operational and financial information into clear language for client leadership
Issue Resolution and Internal Coordination
· Serve as the main point of coordination for client questions, concerns, and service issues
· Determine which internal teams are needed to resolve issues and ensure follow-through
· Keep records of significant client issues and their solutions
· Escalate major operational, technical, or relationship concerns to leadership
· Ensure internal departments communicate consistently and coordinate client information
Contract and Service Management
· Maintain knowledge of assigned client contracts, service requirements, and performance standards
· Monitor services to ensure they align with what clients are contracted to receive
· Coordinate with our finance team regarding invoicing and billing questions
· Identify client requests that fall outside the existing scope of work
· Assist with contract renewals and service modifications
Client Retention and Growth
· Develop account strategies to strengthen client relationships and retention
· Identify opportunities where additional programmes or services could benefit existing clients
· Coordinate expansion opportunities with leadership
· Participate in contract renewal discussions and strategic planning
· Identify and address risks to client retention
Leadership Responsibilities
· Help establish consistent Client Services processes and standards
· Develop repeatable processes for client onboarding, account management, and issue escalation
· Help define and monitor Client Services performance metrics
· Provide guidance to other team members involved in client-facing activities
· Promote a culture of responsiveness, ownership, and accountability
Internal Collaboration
You will work closely with Executive Leadership, Business Development, Operations, Technology, Data Analytics, Billing and Finance, and Implementation Teams. You’ll coordinate across departments while maintaining overall responsibility for the client experience.
Skills/background needed: No prior experience required. We provide full training in all systems and processes. You should have strong organisational and project management skills, excellent written and verbal communication abilities, and the ability to manage multiple priorities. Problem-solving skills and attention to detail are important. Experience in client services, account management, or project management is a plus but not required. Willingness to travel occasionally for client meetings and implementation launches is expected. Ability to work independently in a remote environment is essential.
Core Competencies
· Leadership – Creates accountability and provides direction
· Ownership – Takes responsibility for client relationships and sees matters through to completion
· Responsiveness – Communicates promptly and addresses concerns quickly
· Communication – Provides clear, concise, and professional communication
· Problem Solving – Identifies challenges early and finds effective solutions
· Organisation – Manages multiple relationships, meetings, and deadlines effectively
· Relationship Building – Develops trusted relationships with clients and team members
· Results Orientation – Focuses on measurable outcomes and client satisfaction
Contract length: Full-time, permanent
Rate: Competitive entry-level pay, details shared upon application.
Location: Fully remote – work from anywhere with a reliable internet connection
Benefits: Health insurance, dental insurance, vision insurance, life insurance, 401(k) matching, and paid time off
Ready to get started? Submit your application below.