• Account Management of key enterprise and strategic accounts.• Managing onboarding and training through to renewal.• Involvement in pre-sale onboarding for larger customers and proof of concepts.• Lead consultative and quarterly business reviews with customer base to recommend and direct customer IT strategies in line with product use and industry best practices.• Assisting in renewable business and the team that services this base. From pre-sales support through to proposal and renewal, as well as upsell/expansion initiatives.• Development, maintenance and evolution of key account matrix tool. • Commercial and support data trend analysis

• Providing diagnosis and resolution of incidents reported to the Rx Systems Service Desk regarding Rx Systems software • Be an escalation point of contact for Service Agents and 1st Line analysts to give help and advice on technical issues based on your experience, knowledge and expertise• Respond to escalated calls within the agreed defined standard procedures• Respond to customer faults in a professional, efficient manner escalating to the appropriate team or supervisor, when necessary meeting SLAs and agreed standards • Prioritise reported incidents and seek clarity about what’s required to resolution meeting the standards required• Take calls from EMIS Health staff in need of technical support or training information and share factual information to enable other members of the business to do their jobs• Aiding fellow team members with technical support if and when required whilst providing on the job training to assist them in solving complex issues or dealing with challenging customers. Sharing knowledge with other team members

• Dealing with customers' problems or queries and ensuring their issues are dealt with the correct procedure, resolution and satisfaction.• Convey the diagnosis of a problem to the customer in a professional and efficient manner and ensure the resolution is recorded accurately.• Respond to urgent / non-trading calls logged or highlighted by supervisor and call agents.• Guarantee all the service level agreements for the customers are achieved. • Providing training and support for fellow team members with customer service skills, in both a demonstrative manner and by providing feedback.

• Taking and logging customer calls in an efficient and professional manner.• Prioritising reported incidents and resolving faults• Escalating unknown or clinically serious incidents to the 1st Line Support team for resolution• Escalating any urgent/non-dispensing calls to the relevant escalation team • Providing customer feedback on updates and progress