Strategic Partnerships Manager

Job Description

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 co-created 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 HSJ’s 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator’s Economic Innovator of the Year Award.

The Role

Patchwork’s Strategic Partnerships Team maximises the value and benefit of our diverse products and services, for both our partners and their customers. Through market leading collaboration and exceptional innovation, our core objectives are to meet mutual goals, deliver tangible value, and support reciprocal growth and retention.

You will be working alongside the Strategic Partnerships Director, focusing on driving product adoption and value realisation, thus supporting contract retention and growth. This includes supporting the adoption of new products, features, and functionality, and using engagement techniques and data utilisation to demonstrate measurable impact.

Working closely with the Strategic Partnerships Director, the role focuses on maximising positive relationships and nurturing long-term partnerships. You will be expected to uphold standards of excellence and contribute to driving retention and growth attributed to partnership accounts.

Responsibilities

Product Adoption & Best Practice

• Develop and maintain strong product knowledge to support partner adoption of Patchwork products, helping partners realise value and achieve their objectives across the contract lifecycle.
• Support the Strategic Partnerships Director in defining, tracking and reporting on success metrics for partnership accounts.
• Create and share regular reports and insights to monitor partner performance, adoption and engagement, communicating key trends and findings to relevant stakeholders.
• Stay up to date with industry trends, regulations and the competitive landscape, sharing relevant insights with the wider business where appropriate.

Proactive Partner Management

• Manage day-to-day partner relationships in a proactive and organised way, ensuring clear, consistent communication across internal and external stakeholders.
• Support partner-specific ways of working by collaborating with Client Operations to ensure accurate documentation, effective communication, and alignment across internal teams to drive adoption.
• Identify and raise potential risks or issues that may impact partners or their customers, working with relevant teams to support effective resolution.
  Identify and share potential opportunities for growth or expansion within the existing partner portfolio, working with the appropriate Account Executive or Strategic Partnerships Director.

Complex Query Management

• Take ownership and facilitate end-to-end resolutions for complex operational queries (differentiated from simple transactional queries), with support where appropriate.
• Act as an escalation point for more complex queries, working closely with Client Operations and other internal teams to support resolution outside of Implementation and Customer Care.

Cross-functional Collaboration

• Act as an internal champion for partners and their customers; supporting effective internal collaboration across Product, Technology and Client Operations.
• Support the sharing of partner feedback and insights with internal teams, helping to inform improvements to processes, products and ways of working. This includes:
• Supporting the upskilling of internal and external users.
• Contributing to improvements in partnership processes.
• Highlighting gaps or challenges and escalating where appropriate
• Build positive working relationships with partners, supporting open communication and collaboration to enable effective implementation and adoption of Patchwork products and services.
• Work closely with Client Operations to ensure alignment in how partners are supported, helping to maintain a consistent and high-quality partner and end-user experience.

Product Communication

• Work closely with Client Operations and Technology teams to develop an understanding of Patchwork’s products, services and product roadmap, and support the communication of relevant updates and benefits to partners, their customers and end-users.
• Build effective working relationships internally to support the sharing of feedback from partners and end-users, contributing to continuous improvement of products and services.

Requirements

Essential

• Demonstrable experience in account management, customer success, support or consultancy based roles driving product adoption.
• Excellent verbal, written, and presentation skills; active listening – both internally and externally.
• Proven track record of contract retention, minimising churn and identifying opportunities for growth.
• Self-motivated, organised, adoptable and a team player.
• Ability to proactively identify issues and find solutions.
• Strong reporting capabilities and proficiency in CRM tools.
• Eagerness to work with multiple people and be a self-starter.
• Prideful in attention to detail.
• Tech savvy and adaptable to new technologies and systems with a good understanding of good data hygiene; and familiarity with CRM systems.
• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities.

Nice to Have

• Experience or knowledge of AI tools.
• Experience in technical customer support.
• Experience in a tech start-up/scale-up.
• Experience or knowledge of the NHS, healthcare, or healthtech industry.
• Experience or knowledge of workforce applications.

Benefits

Salary Range: £40,000-45,000

• Hybrid and flexible workplace
• Cycle Scheme
• Tech Loan Scheme
• Employee Assistance Programme (Health Assured)
• Personal Learning & Development Budget
• Flexible income options via Stream
• Dog friendly London Hub
• Vibrant and fun London Hub with unlimited refreshments & games
• Access to co-working 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 Patchwork's Talent Team.