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Client Onboarding Executive

Location
London
Job Type
Permanent
Posted
14 Sep 2021

Company description:

International SOS is the world's leading medical and security services company with over 10,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting the patient first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective to help safeguard travellers internationally through providing invaluable local knowledge and expertise on a global scale.

Job description:

Job Description:

The Client Onboarding Manager (COM) sets the tone for the future of the relationship between client and International SOS and helps our client see the value of our products in achieving their business outcomes. This is a front line and customer facing role responsible for providing our clients with the best user experience of International SOS products and services. This will be delivered through a successful client onboarding of all their International SOS products and services.

Key Responsibilities:

Client Onboarding:

• Through an internal handover process, take client ownership from account manager for service implementation of the new solutions or account extensions.
• Establish a good understanding of the client's service expectation, unique pain points/challenges, global/regional/ business structure with introduction to key stakeholders and their global footprint.
• Consultatively engage with client to scope and influence their decisions related to the configurations, customisations and utilisation of our services

• Negotiate implementation roadmap with client, ensure scheduled events, key milestones are delivered.
• Monitor and manage the quality of the setup with the help of support teams and suggest possible solutions during the implementation phase.
• Conducts weekly/biweekly project update calls or regular email reporting, depending on project size to provide periodic project reports to internal stakeholders and clients.
• Train clients, face-to-face or via webinar, on digital solutions ensuring effective utilisation of their - TravelTracker, TravelReady, eLearning, Message Manager, TSMS, etc
• Train Authorised Persons, local/regional - to explain role of AP in context of Intl.SOS services, case management authorisation process and notification process.
• Guide and support the client's AP/Ambassador in the development of their internal communication plan to successfully roll-out the newly implemented services & embed in client's processes and procedures.
• Delivers client's AP/Ambassador with a Intl.SOS Hub induction, access to tools, materials required to communicate their Intl.SOS membership services and benefits to all their users.
• Get client sign-off of the onboarding process. Document in Salesforce the deployed products/solutions
• Once onboard, initiate the handover process with the Director, Client Onboarding.
Account Management / Business Development & Team Support:
• Pre-onboarding support to sales/account management when prospect is still in contracting phase, ensuring 'Onboarding Requirements' are scoped, documented & recorded to enable a smooth start to the implementation process
• Provide subject matter expertise support, from a technical perspective, to sales & bid team for new business, major account extensions and on RFPs.
• Identify up-sell opportunities for other International SOS products and solutions and feedback to sales.
• Participate in 'membership awareness sessions' and 'client travel fairs' to educate members on membership type and specifics via face to face meetings or webinars & using case studies.
• Liaising and participating in cross-functional meetings/projects, as required to support the business.
• Feedback client's product development/enhancement requests to the product team.

.Experience Required:

• Proven experience in dealing with top end Clients in a client service capacity.
• Proven experience of managing multiple concurrent projects with varying complexity levels, taking a consultative approach for problem solving and delivering high quality results under tight deadlines.
• Global knowledge and previous experience to international markets.

Additional Information

Diversity & Collaboration

Our company brings together remarkable people and enables them to be themselves.

At International SOS, we offer a great working environment, thanks to our commitment to a flexible working environment, diversity, and development.

We celebrate diversity on a global scale. We encourage every colleague to bring their personal best by creating an environment of inclusion and equal support.

Our success is the result of diverse ideas, skills, and cross-cultural understanding.

International SOS has been recognised as a Top Employer in the UK by the Top Employer's Institute (TEI) for 2020

Profile description:

International SOS is the world's leading medical and security services company with over 10,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting the patient first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective to help safeguard travellers internationally through providing invaluable local knowledge and expertise on a global scale.

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Details

  • Job Reference: 372758987-2
  • Date Posted: 14 September 2021
  • Recruiter: International SOS
    International SOS
  • Location: London
  • Salary: On Application
  • Sector: Healthcare & Medical
  • Job Type: Permanent