Account Director

william martin

Account Director

William Martin

Location: Remote with travel to meet with colleagues and clients (including regular meetings in London)

Job Type: Full time / Permanent

About Us

William Martin, part of the wider Marlowe SRC division, are at the forefront of revolutionising health and safety compliance solutions. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes.

Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.

Join us in crafting a future where compliance is more than just a necessity; it’s the bedrock of sustainable and flourishing businesses. William Martin Compliance is not just your safety partner but also your pathway to success.

About the role

The purpose of the job is to be responsible for the delivery of consultancy services to assigned key clients with the support of Technical Account Managers. You will be responsible for overseeing the service deliverables and the technical service specific aspects of individual contracts. Our new Account Director will be a qualified health and safety / fire safety consultant or will possess a sufficient level of relevant technical knowledge and experience and will be responsible for managing our larger property management clients.

The Account Director will liaise directly with the clients’ Health and Safety team, Facilities Managers and with William Martin Compliance Service Director(s), Team Managers, Technical Managers, Consultants and the Helpdesk team.

The role will involve a mixture of business administration, including ensuring services are delivered to the Company’s profit targets, drafting up fee proposals, reviewing fees, upselling opportunities and debt management etc., and in accordance with agreed Client Protocols.

The Account Director will be at the forefront of our delivery of a high level, responsive quality service to clients and as such, excellent communication skills and a ‘can-do’ attitude are key. Mental agility and a pro-active approach to problem solving are essential – planning ahead to foresee potential issues and taking personal responsibility for completing tasks.

The role is home-based with travel to meet with colleagues and clients (including regular meetings in London).

Key Duties:

• Deal with enquiries from clients and direct client communications.
• Keep the Client Management Director fully briefed of client specific developments / issues which may arise.
• Attend client meetings / briefings with the Technical Account Managers or independently, as appropriate.
• Be proactive and use initiative to develop client accounts through offering additional services to grow the value of accounts year on year.
• Ensure clients are informed of any high risk / P1 issues arising in accordance with specific client protocols (note that this may be the direct responsibility of the Technical Account Manager).
• Oversee the QA procedure (in consultation with the Quality, Accreditations and SHE Manager) in terms of ensuring reports are being produced in accordance with SLAs, Client Protocols, WMC standards, as well as legislative requirements and industry standards. Ensure feedback to Consultants via Team Managers / Technical Managers is constructive, balanced and appropriate.
• Implement and track quality objectives / KPIs.
• Oversee the adherence to SLAs and co-ordinate with the scheduling team re consultants’ visits to ensure SLAs are being met.
• Oversee the issuing of guidance via client protocols on common issues, new legislation and guidance and client requirements. Assist in the briefing of the Consultant teams on client-specific issues at Consultant meetings.
• Overseeing the technical responses to H&S / Fire etc. enquiries and meetings around this, any enforcement action, updates to templates, document types etc. and discussion with clients ahead of such changes.
• Be fully acquainted with the Meridian risk management system, Report Writer software and the client specific modifications to these systems. Co-ordinate with the Meridian software team to resolve Report Writer issues. Work with the Development Team as appropriate to enhance Meridian or Applications for the client (in strict accordance with WMC new software development protocols).
• Liaise with the Service Director(s) to ensure consistency across the service disciplines.
• Oversee the process, together with the Technical Account Managers and Team Managers / Technical Managers, of ensuring Consultants, and particularly new starters, gain knowledge of client accounts. Help to identify Consultant skills / training requirements and to communicate these to the appropriate Team Manager / Technical Manager.
• Work with Technical Account Manager(s) to produce monthly / annual client reports. Produce and analyse regular and ad-hoc reports of actions raised by Consultants across each client, for example. Identify any significant trends or patterns and identify appropriate recommendations.
• Monitor progress in closing client-specific Helpdesk tasks, in accordance with client-specific SLAs.
• Update client specific training materials, as required, to reflect changes in legislation, changes to client policies and procedures etc.
• Liaise with Training Administrator(s) regarding the planning and scheduling of client training – both online and face-to-face. Assist in the delivery of training to client staff on use of the Meridian system (face-to-face and via Web-Ex) and possibly face-to-face health and safety training (dependant on experience).
• Managing direct reports (Technical Account Managers).
• Periodically undertake consultancy services directly, as required.