Client Relations & Accounts Assistant

Job Description

Client Relations and Accounts Analyst

This position is primarily home-based, allowing for flexibility and a favourable work-life balance. However, some travel will be required to meet with clients, participate in team meetings and attend industry conferences.

Focus of the Role:
This is a multi-faceted role working closely with Commercial, IT, Talent, and clinical and non-clinical teams. You’ll support client accounts by analysing data, preparing reports, and facilitating communication between clients and internal teams, with a strong focus on commercial awareness and delivering value to clients. You’ll also support the fulfilment of contractual obligations.

Key Responsibilities:

• Serve as a point of contact for client accounts, building strong relationships and ensuring client satisfaction
• Analyse client data, account performance metrics, and trends to provide commercially focused, actionable insights to clients and internal stakeholders
• Prepare comprehensive monthly/quarterly/annual reports and presentations that highlight account status, performance, and opportunities for commercial growth
• Confidently present insights and reports to clients, clearly communicating performance, recommendations and value
• Collaborate with Commercial colleagues and other teams to address client needs, resolve issues and implement solutions, agree timeframes and facilitate the onboarding and off-boarding of clients
• Assist in developing and maintaining client-facing materials, including product information, service agreements and onboarding documentation
• Conduct regular account reviews and check-ins with clients to assess satisfaction levels and discuss future needs
• Assist the Senior Account Manager and Content Team in the delivery of monthly articles for our clients, both internal and external
• Responsible for creating and maintaining a competitor matrix across our six key business areas

Key skills:

• Commercial Acumen: Ability to understand business drivers and translate data into commercially meaningful insights and recommendations
• Analytical Skills: Strong ability to analyse data and draw insights; proficient in quantitative and qualitative research methods
• Communication: Exceptional verbal and written communication skills; able to present complex information in an understandable and engaging manner
• Presentation Skills: Confidence in presenting data, reports, and insights to clients and internal stakeholders
• Customer Service Orientation: A genuine passion for helping clients and ensuring their needs are met
• Technical Proficiency: Familiarity with CRM software, data analysis tools and Microsoft Office Suite (Excel, PowerPoint)
• Detail-Oriented: Excellent attention to detail for accuracy in reporting and documentation
• Project Management: Strong organisational skills with the ability to manage multiple projects and priorities simultaneously

Key personal traits:

• Proactive: Takes the initiative to identify issues and opportunities, anticipating client needs effectively
• Curious: A desire to continually learn about the industry, develop professionally, and enhance client relationships
• Resilient: Ability to stay positive and focused in high-pressure situations and adapt to changing priorities
• Collaborative: Works well in a team environment, contributing to discussions and sharing insights with colleagues
• Ethical: Demonstrates integrity and professionalism in all interactions with clients and team members

Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you!