Client Success Partner.

Location:  UK home-based

GoodShape transforms the way organisations manage the health and wellbeing of their employees. We are driven by a simple belief – when you look after the health and wellbeing of your people, you can radically improve the performance of an organisation. 


Over the past 16 years we have partnered with over 200 of the UK’s leading employers. We help simplify the management of unplanned absence, demonstrably reduce the main causes of absence, inform smarter workforce strategies through efficient resource planning, and reduce the risks to employers and employees. 

We bring together a powerful mix of technology and clinical services that are proven to deliver results. Our dedicated in-house team is on hand 24 hours a day, seven days a week, providing people with support and guidance when they need it most, minimising time off due to ill health, and when the time is right, ensuring every return to work is safe and compliant. 

Building on this success, GoodShape has ambitious growth plans for the coming years, including the increased coverage of existing services, the launch of new services, and expansion into new territories. During this period there will be a real focus on our current clients.

Client retention is vital to the success of GoodShape, and we will achieve this by maintaining a steady, loyal but expanding client-base. In addition, organic growth from expansion services into existing client Accounts will deliver significant contribution to our Annualised Revenue Growth targets. 

 

About the role

With this in mind, we seek a dynamic Client Success Partner with strong inter-personal skills and a passion to provide excellent service to join an experienced team.

Focusing on supporting our clients with all service and data queries, the role is varied from day to day and requires someone who can work independently and manage multiple tasks effectively.

In the role of Client Success Partner, you will act as an ambassador for GoodShape ensuring that our values are upheld in everything that you do and embracing promise-based culture.

 

Relevant Experience and Skills

The role holder is expected to be able to demonstrate the following experience to ensure that they will be fit for the role and able to carry out its duties:

  • Working in a fast-paced client delivery environment
  • Day to day handling of client requests, via email or telephone
  • Working to and achieving service delivery targets
  • Using an internal database system and providing first line support for clients

 

Key Responsibilities:

Client focus:

  • First point of contact for line managers with regards to absence and system queries.
  • Support the Client Success Managers in all aspects of key sponsor account management and service delivery, which includes but is not limited to; attending client meetings, retention focus with query and issue resolution and continuous improvement initiatives.
  • Relationship management of pool of transitioned clients, escalating issues as required to Client Success Support Manager.
  • Provide client training where required on how to use the GoodShape Central system
  • Respond to client queries within the agreed timeframes.

Service delivery:

  • Work with Client Success Support Manager on distribution of tasks within the Client Support inbox and take ownership of assigned workload.
  • Manage level 3 service tickets from Service Centre, responding to the client and providing a resolution as per the service level agreement.
  • Raise GoodShape helpdesk tickets on behalf of client and manage the ticket through to resolution.
  • Update the service configuration for clients as required, for example amending alerts or notification users.
  • General query resolution, which includes but is not limited to; system log in issues, merging absence records and building shift patterns.

Data integrity:

  • Support the invoicing process by working closely with client to improve their data quality
  • Monitor client data quality on GoodShape Central system and support clients with data uploads, such as staff in post reports, hierarchy changes and unassigned employees
  • Produce Management Information reports as required outside of the data created by the MI Specialist team
  • Update and maintain internal client intranet page, which provides key information for the Service Centre

 

Skills

We are looking for a motivated, passionate & well organised Client Success Partner to join our Client Success Team with responsibility of supporting our client base in managing the accuracy of their data and troubleshooting any issues. 

  • Strong communication skills and ability to build rapport both internally and externally at all levels
  • Ability to effectively identify tasks and issues requiring attention and prioritise workload
  • Self-motivated and target-driven to strive to deliver beyond what is expected
  • Solution orientated, always looking to improve and not afraid to challenge the status quo
  • Excellent team worker, supporting colleagues and sharing best practice
  • Good data analysis skills with knowledge of all MS applications
  • Acquire and maintain detailed knowledge of GoodShape’s systems

 

Experience in:

  • Working in a fast-paced client delivery environment
  • Day to day handling of client requests, via email or telephone
  • Working to and achieving service delivery targets
  • Using an internal database system and providing first line support for clients

This is by no means a definitive list, and from time to time the role may require the individual to support, drive and undertake tasks which fall outside of the formal job description above.

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