Mary Whitley

Customer Success Manager @Induction Healthcare Group

London, GB

As a Customer Success Manager at Induction Healthcare, I cultivate positive customer experiences and lasting relationships with our NHS key accounts in Scotland, Wales, and the North of England. My key responsibilities include:Account Relationship Building: Serving as the primary contact for a range of clients, including NHS Trusts and Integrated Care Systems (ICSs), fostering long-term relationships to build loyalty.Strategic Account Management: Working closely with clients to assess their needs and objectives. I hold regular meetings to understand their requirements and drive product utilization.Stakeholder Engagement: Engaging effectively with operational, clinical, and C-suite stakeholders within the NHS to communicate and influence key decisions.Customer Retention: Managing a portfolio of key accounts, consistently achieving a retention rate over 90%.Revenue Growth: Developing and executing growth strategies for product lines, focusing on upselling and cross-selling in Scotland, Wales, Northern England, and Ireland.Workshops & User Groups: Organizing workshops and user groups to enhance client engagement and understanding of our products.Product Re-launch: Executing strategies for product re-launches to meet market needs.Contract Management: Handling contract reviews, annual renewals, and identifying upselling opportunities to extend contract terms.Bids & Proposals: Leading bid preparation and proposals to secure new business.Cross-Functional Collaboration: Working with Marketing, Project Management, Product, Sales, and Support teams to deliver tailored client solutions.Issue Resolution: Addressing account-related inquiries, including billing and training support.Technical Consultation: Providing technical advice to clients on product features to ensure effective communication and solutions.