Judith Ingledew
School Aycliffe,UK
Summary
Strategic Customer Success Manager with 20+ years helping healthcare technology providers drive adoption and retention across NHS accounts. Protected £644k in renewals at Civica, recovered at-risk Trust relationships at Patchwork Health, and built £882k pipeline through executive engagement and outcome-focused delivery.
Overview
1
1
Certification
24
24
years of professional experience
Work history
Account Development Manager
Civica
01.2025 - Current
- Protected £644k in annual recurring revenue through executive QBRs, proactive account management, and cross-functional collaboration to address service gaps and strengthen renewals.
- Built Board-approved business case for Civica Clinical Pathways by identifying customer requirements, operational priorities, and ROI projections into a compelling investment case.
- Coordinated senior Product, Support and Commercial leaders to resolve customer issues, strengthen account plans and maintain momentum across renewal and service improvement activity.
Customer Success / Client Partnership Manager
Patients Know Best
11.2023 - 11.2024
- Introduced Executive QBRs (EBRs) for C-suite stakeholders, increasing visibility into adoption metrics, performance trends, and ROI—strengthening value-led account reviews.
- Built customer success plans aligned to business outcomes, translating strategic priorities into adoption roadmaps that improved platform engagement and service delivery.
Client Partnership Manager
Patchwork Health
01.2021 - 08.2023
- Recovered at-risk NHS Trust account by rebuilding C-suite confidence, resolving service escalations, and securing a two-year renewal.
- Reduced agency spend and improved fill rates by partnering with workforce teams to drive platform adoption, identify barriers, and optimise temporary staffing processes.
- Instrumental in securing HSJ Staffing Solution of the Year – Partnership Award for a customer and supported finalist submission for North West Innovation and Research – Workforce Development award.
- Identified and closed £45k in cross-sell opportunities by aligning product functionality to customer priorities and business outcomes.
- Built an £882k pipeline within three months as Business Development Manager and secured a £50k contract in an untapped market.
Workforce Business Partner
County Durham & Darlington NHS Foundation Trust
08.2016 - 12.2020
- Led Oracle ESR implementation for 8,500 staff and 800 managers, coordinating delivery, stakeholder engagement, and change readiness across the organisation.
- Managed a team of seven, providing direction, workload oversight and day-to-day support to maintain service quality during a period of workforce systems change.
- Led Workforce Quality Assurance, reducing reporting turnaround from one month to one week—improving data confidence and governance for senior leaders.
- Chaired North East and National ESR HR & Recruitment Special Interest Groups, facilitating cross-organisation knowledge sharing and alignment on workforce system priorities.
Senior Account Manager
NHS Electronic Staff Record Programme
06.2006 - 08.2016
- Managed strategic partnerships across 116 NHS organisations, providing account management, implementation support, and executive relationship management across the North, Midlands, and East of England.
- Led three Regional Account Managers, supporting consistent delivery, customer engagement and project oversight across a portfolio of 116 NHS organisations.
- Partnered with Chief Executive and HR Director networks across the North, Midlands, and East of England to maintain executive stakeholder engagement, communicate programme priorities, and drive successful project outcomes.
Human Resource Officer / Operations Support
Scott Lang & Company Ltd
07.2005 - 05.2006
- Supported day-to-day operations and HR administration, including research, policy maintenance and coordination of activities aligned to organisational priorities.
Travelled Western Australia
[Independent]
06.2005 - 07.2005
- Completed an independent backpacking trip across Western Australia, demonstrating adaptability, self-reliance and confidence navigating new environments.
Undergraduate Coordinator
Manchester University NHS Foundation Trust
01.2003 - 06.2005
- Coordinated and administered teaching placements for 140 medical students each quarter and introduced audit processes to support continuous improvement.
HR Assistant & Recruitment Officer
Manchester University NHS Foundation Trust
06.2002 - 12.2002
- Supported recruitment activity, candidate screening and selection, contributing to the successful recruitment of 100 Clinical Support Workers within target timescales.
Education
HND - Business Studies & Personnel Management
Manchester Metropolitan University
GNVQ (Merit) - Advanced Business Studies
Bebington High School
7 GCSEs - Including English and Mathematics
Bebington High School
BSc (Hons. 2:1) - Management Manufacturing Systems
Manchester Metropolitan University
Skills
- Key competencies include Strategic Customer Partnerships, Healthcare Transformation, Customer Success, Executive Stakeholder Engagement, Contract Negotiation, Business Development, Workforce Systems Implementation, Team Leadership, Stakeholder Management, Project Management, Operational Insight, and Consultative Selling
Certification
- PRINCE2 Practitioner: SPOCE Project Management Ltd, 2007
- LAMP 2.0: Korn Ferry, 2022
Timeline
Account Development Manager
Civica
01.2025 - Current
Customer Success / Client Partnership Manager
Patients Know Best
11.2023 - 11.2024
Client Partnership Manager
Patchwork Health
01.2021 - 08.2023
Workforce Business Partner
County Durham & Darlington NHS Foundation Trust
08.2016 - 12.2020
Senior Account Manager
NHS Electronic Staff Record Programme
06.2006 - 08.2016
Human Resource Officer / Operations Support
Scott Lang & Company Ltd
07.2005 - 05.2006
Travelled Western Australia
[Independent]
06.2005 - 07.2005
Undergraduate Coordinator
Manchester University NHS Foundation Trust
01.2003 - 06.2005
HR Assistant & Recruitment Officer
Manchester University NHS Foundation Trust
06.2002 - 12.2002
HND - Business Studies & Personnel Management
Manchester Metropolitan University
GNVQ (Merit) - Advanced Business Studies
Bebington High School
7 GCSEs - Including English and Mathematics
Bebington High School
BSc (Hons. 2:1) - Management Manufacturing Systems
Manchester Metropolitan University