National Key Account and Marketing Manager

Company Description

This role is responsible for the management of client relationships from a National level and to deliver a strategic approach to account management and business growth within each client as well as to support the growth of the organization by assisting to meet financial and business objectives across all mlcoa Business Units.
- Please note, that the specific tasks listed in this position description are not all inclusive. The tasks listed are to be used as a guide only and other objectives and/or tasks may be agreed from time to time. MedHealth reserves the right to adjust role responsibilities and functions in line with the strategic direction and needs of the business_

**Job Description**:

- Respond to multiple customer interfaces and diverse health system and program stakeholders whilst being focused on service delivery, contractual obligations and MedHealth financial performance
- Ensure internal stakeholders understand contractual delivery requirements and deliver in a consistent manner across the mlcoa business in accordance with client expectations
- Respond both tactically and strategically to customer challenges and be able to identify and progress business growth opportunities
- Maintain consistency in policies and practices when customer requirements continue to change
- Create opportunities to introduce other mlcoa products and services to National clients
- Manage and nurture national client relationships incorporating contract management; contract renewal, customer retention and business growth
- Develop and implement a strategic approach to National Client Management in conjunction with mlcoa General Managers
- Ensure preparation of an Action Plan for each major customer that outlines the agreed actions to take over the year to monitor and improve service delivery, communication and marketing initiatives, continuous improvement and quality initiatives and any other key activities. Together with the customer, implement and evaluate those initiatives
- Overall responsibility for developing strategy and managing relationships with mlcoa national customers including contract management and key internal and external stakeholder liaison.
- Manage client concerns or complaints ensuring a consistent approach to resolutions and outcomes
- In conjunction with the General Managers/ Regional Managers, ensure client requirements are met, which may include educating and providing training to enhance operational staff capabilities to ensure a consistent delivery of a high level of service
- Communicate with the customer regarding the expected process and timeframes
- Understand key customer drivers and how they impact upon the contract negotiation
- Conduct internal pricing discussions with Operations, Finance and the Executive General Manager
- Discuss contract costs with the customer
- Escalate challenging or potential high-risk issues to the Executive General Manager(s)
- Identify issues that may require legal assistance and commence discussions as appropriate
- Prepare contractual documents to a high professional standard and within the required timeframe
- Ensure contracted client KPIs and service levels are communicated, understood and delivered upon
- Actively seek out new business opportunities with existing customers, participating in tender responses &/or the preparation of proposals for new business opportunities.
- Work closely with the General Managers to develop product diversification, ideas and opportunities to increase utilization of mlcoa services.
- Investigate and understand the issues faced by our existing customers, and how other services within the MedHealth group can be used to assist them with their strategic goals.
- Ensure action plans document business development activities that are aimed to achieve cross-sales with our existing customers.
- Develop an individual sales target for the year for existing customers as a component of the company’s revenue budget, in collaboration with Executive General Managers.
- Manage the tender process for national customers, and participate in writing tender responses &/or the preparation of proposals for new business opportunities and for existing customers either nationally or assisting state based GM’s
- Work in collaboration with General Managers to develop State Sales and Marketing (SAM) plans relating to national clients
- Engage State Operations staff in understanding and delivering to National Key Accounts Customer requirements
- Liaise with the State General Managers and Business Operations Manager regarding further training that staff may require as a result of customer or program changes.
- Provide input to the development of new or updated protocols and guidelines and liaise with the customer on recommended changes.
- Contribute to the development of policies, procedures and methodologies
- Act as a change agent with the customer when implementing new programs. This includes:

- Set realistic expectations w