Are you passionate about transforming healthcare through innovative technology?
Join our dynamic team and help us make a meaningful impact on patient care and community well-being.
Are you passionate about transforming healthcare through innovative technology?
Join our dynamic team and help us make a meaningful impact on patient care and community well-being.

CONTEXT AND PURPOSE OF THE JOB

RioMed is a leading clinical software company based in the UK. Our core business function is developing and delivering clinical applications. We provide customised solutions to meet the specific requirements of healthcare professionals. Our mission is to improve healthcare at the point of delivery through patient participation and real time data capture.
RioMed has been delivering clinical solutions nationally and internationally since 1997, in a variety of communicable and non-communicable disease areas including, HIV, Sexually transmitted disease, Osteoporosis, Elderly Care, Rheumatology, Cardiology and Diabetes.
RioMed’s Customer Service Team spans three continents, all our support staff are required to work with each other across 3 time zones and also interact with our project management team and in-house IT department to manage the day-to-day queries and user testing process, providing oversight both internally and on behalf of our customers.
The Account Manager is responsible for managing client relationships as the primary point of contact, ensuring satisfaction through regular reporting, account reviews, and proactive check-ins. You’ll collaborate with internal teams to resolve complex issues, identify service improvement opportunities, and ensure timely resolution of client tickets while maintaining a strong knowledge of RioMed’s products and services.

MAIN RESPONSIBILITIES

• Manage ongoing client relationships and act as the primary point of contact.
• Conduct regular reporting and account reviews (minimum quarterly), and ad-hoc check-ins to assess customer satisfaction and gather feedback.
• Develop a comprehensive understanding of each customer’s product usage, needs, challenges, and goals.
• Collaborate with the helpdesk team and across the business to resolve complex customer queries and issues.
• Maintain good knowledge about RioMed’s products and services and keep up to date with changes.
• Identify opportunities for improvement or additional services that can benefit the customer.
• Keep accurate records of discussions or correspondence with customers
• Maintain overall responsibility for client tickets, including achievement of KPIs, ticket quality, progress and resolution within SLA, and act as initial escalation point.
• Identify areas for service improvements and actively engage with change initiatives.