Job Description

At Open Medical, we are a team of dynamic and diverse individuals with one common goal: improving healthcare through digital excellence.

We are the digital health experts behind Pathpoint, an award-winning clinical workflow platform that's transforming patient care. Our mission is to partner with healthcare providers on their journey toward digital transformation, creating streamlined patient pathways and bridging the gap between primary, secondary, and tertiary care. Driven by a diverse team from across the globe, we foster an environment of innovation, inclusivity, and belonging, empowering our employees to reach their full potential, through providing a coaching culture and a focus on personal development so they can do their best work.

We are seeking a highly motivated and ambitious

Senior Account Manager

to join our Revenue function and help us continue to shape the future of patient care. In this role, you will be responsible for the proactive management of our existing client portfolio, ensuring their satisfaction and retention. This includes regular on-site visits to guide clients on the optimal use of their system and provide them with data that showcases the positive impact of our solutions.

A key focus of this position is to strengthen client relationships to prevent churn while identifying and capitalising on opportunities to up-sell and cross-sell our innovative solutions. You will be a vital part of our mission to improve healthcare through digital innovation, presenting product updates and new features to clients to ensure they are getting the most out of their partnership with us. If you are committed to making a difference in the healthcare industry, we want to hear from you.

This is a full-time, office based role in Ealing Broadway, London, with national travel expected on average 2-3 days per week.

Role and Responsibilities

Devise and maintain an accurate client database, including detail of manner of procurement, expiry/renewal dates, and linking any upsell/cross-sell opportunities. Develop effective account management strategies, ensuring that all customers receive the appropriate level of engagement to drive success and growth, which includes conducting an in-person visit to each client, ideally twice per year. The visit schedule should be planned in advance, ensuring that nearby sites are visited on the same trip, where possible. Client engagement, both in-person and virtually, to provide regular touch points to ensure client relationships are maintained. Maximise on upsell opportunities through regular engagement and client updates. Pass on cross-sell opportunities to the New Business Team. Ensure that contract renewals take place in a timely manner, and any risks of termination are flagged to the Head of Revenue or Chief Commercial Officer as and when identified. Provide accurate forecasting for renewals, churn risk, and expansion opportunities to the executive team. Ensure that our customers are successfully adopting our platform and achieving their desired business outcomes, providing or coordinating additional training or support where required. Act as the point of escalation for critical client issues, working cross-functionally to ensure timely resolution. Build and maintain strong, long-lasting relationships with stakeholders at all of our key accounts. Design, implement, and refine the operational processes for the entire customer lifecycle, from Business As Usual to renewal. Ensure effective use of our Customer Relationship Management software, HubSpot to track customer health, manage upsell pipelines, and report on performance. Establish a robust customer feedback loop, translating client insights into actionable and qualified recommendations for our Product and Delivery, and Change Advisory Board meetings. Coordinate effectively with Digital Delivery and Medical Affairs teams to ensure pre-engagement and attendance to all company implementations, using this as an opportunity to build relationships, provide a point of contact and facilitate the transition from new to existing business.
Knowledge and Experience

Proven track record in proactive account management, client retention, and revenue growth within a Software as a Service model. Experience in the digital health sector or wider healthcare sector is required. Proficiency with Customer Relationship Management (CRM) software, such as HubSpot, for tracking customer health, managing pipelines, and reporting. Experience with managing the full customer lifecycle, from onboarding to renewal. Demonstrated ability to provide data-driven insights to clients to showcase the benefits of a solution. A sound understanding of NHS procurement and frameworks.
Skills & Behaviours

Exceptional communication skills for engaging with clients both in-person and virtually. Strong relationship-building skills to maintain long-lasting connections with stakeholders at key accounts. Proactive and strategic thinking to devise effective account management strategies and reduce client churn. Results-oriented mindset with a focus on meeting and exceeding targets for upsells and retention. Collaborative and cross-functional approach to work with internal teams like Digital Delivery, Medical Affairs, and the New Business Team. Problem-solving abilities to act as a point of escalation for critical client issues.
Benefits

Holiday: 33 days per year (including National and Bank holidays), which increases with tenure Private Health Insurance by Vitality, with a large number of additional benefit and discount schemes including discounted gym membership Cycle to Work scheme Access to a CPD/Learning budget Paid sickness and compassionate leave Enhanced maternity/paternity leave Salary sacrifice pension scheme Car allowance / mileage option Salary range 45 - 55k per year, depending on experience, with a further up to 30% available as commission subject to achieving targets set

Our Recruitment Process

Once we have screened CVs we will reach out for a quick 5-10 minute call to find out a little more about you and confirm logistics. The next stage is a 20 minute video call with the hiring manager and member of the HR team. We estimate that this will take place on the 9th and 13th of October, subject to volume of applications. Our final stage is an in person interview, usually with a task to prepare and present back to the panel. We strive to keep candidates updated at all stages of the process, and respond to all applications. We estimate that final stage interviews for this role will take place around the week commencing 20th of October, or shortly thereafter.

This is a full-time, office based role in Ealing Broadway, London, with national travel expected on average 2-3 days per week.

Job Types: Full-time, Permanent

Pay: 45,000.00-55,000.00 per year

Benefits:

Additional leave Bereavement leave Cycle to work scheme Enhanced maternity leave Enhanced paternity leave On-site parking Private medical insurance Sick pay
Ability to commute/relocate:

Ealing W5 5TL: reliably commute or plan to relocate before starting work (required)
Application question(s):

Please confirm your salary expectations for the role (range included in advert) Please confirm that you are aware the role is in office, save for client based travel, and this is something you are happy to be considered for
Experience:

Account management: 3 years (required)
Willingness to travel:

50% (preferred)
Work Location: In person