Client Engagement Account Manager

Our client, an established organisation based in Wooburn Green, is seeking a Client Engagement Account Manager on a full-time, permanent basis. This hybrid role is 37.5 hours per week and involves travel for meetings and events.

The position combines management of prospective client relationships with business development and professional referral networking. It requires commercial awareness, empathy, accurate communication and effective coordination with operational colleagues.

The salary is £32,000–£35,000 per annum plus bonus

Key Responsibilities

• Handling telephone, email, online and other enquiries, identifying individual requirements and explaining available support options, prices and the process involved.

• Maintaining sensitive, consistent contact and guiding suitable prospective clients through assessment, agreement and service commencement.

• Identifying potential markets, sectors and prospects, making initial contact and developing a pipeline of private-paying and specialist enquiries.

• Establishing referral relationships

• Arranging meetings and presentations, encouraging repeat referrals and building credibility with senior professional contacts.

• Reviewing referral sources, reconnecting with inactive contacts, gathering feedback and working with colleagues to resolve issues affecting future referrals.

• Tracking competitor and market activity, sharing insights on demand, pricing and expectations, and recommending focused campaigns and growth areas.

• Communicating clearly and compassionately with prospective clients and families, including confirming future contacts and next steps.

• Coordinating assessments and introductions, providing colleagues with accurate information and checking that arrangements can be delivered before commitments are given.

• Coordinating outreach with marketing activity and commercial priorities while providing updates and recommendations to senior management.

• Organising prospecting, appointments, follow-up and pipeline activity within agreed limits, seeking approval for price changes, discounts, unapproved services, significant costs, and clinical or operational commitments.

• Remaining within professional boundaries by not conducting clinical assessments or confirming staffing or specific arrangements without operational approval.

• Recording enquiry sources, communications, referral contacts, actions and outcomes accurately within the CRM, maintaining forecasts and producing monthly reports on performance, opportunities, challenges and expected business.

• Working towards measures covering client acquisition, conversion, business value, referral quality, response times, pipeline accuracy and reporting. Targets will be agreed after baseline activity and capacity have been reviewed.

• Following safeguarding, confidentiality, data protection and organisational requirements while communicating ethically and protecting organisational values and reputation.

Key skills and experience:

• Between three and five years in sales, client acquisition or business development.

• Experience managing inbound enquiries, structured follow-up, proactive lead generation and new business activity.

• Strong relationship-building skills and experience working with professional contacts.

• Confidence managing a CRM, sales pipeline, forecasts and reports.

• Commercial judgement, the ability to meet agreed targets and confidence discussing prices and responding to objections.

• Excellent verbal and written communication, using an empathetic, consultative approach with clients and families.

• Strong organisation, initiative and the ability to work independently.

• A collaborative, inclusive approach and the ability to raise concerns promptly.

• Kindness, patience, cultural awareness and flexibility when responding to changing client and business needs.

• Commitment to accurate information, keeping promises, ongoing learning, feedback and continuous improvement