Healthcare Account Manager

EBO is an agile organisation focusing on the use of AI to help companies automate conversations with their customers. Our core product (the EBO platform) is entering a growth phase especially within the UK NHS. We are quickly increasing adoption as well as deepening the functionality and feature-richness of our solution. Hence, as the numbers of clients increase, we need to actively augment our Project Management activity.

We are seeking a dynamic and driven Healthcare Account Manager to manage relationships with the NHS and empower prospective clients within the healthcare sector. The ideal candidate will provide NHS stakeholders with the knowledge and confidence they need to contract with us, ensuring they fully understand the value and benefits of our solutions. Additionally, the candidate will collaborate with a selection of partners to support them in promoting EBO’s solutions to the NHS.

The successful candidate will build and nurture long-term relationships with NHS stakeholders, ensuring they continue to see the full value of their investment in our solutions. This will lead to contract renewals, replenishments, and further engagements. The candidate will play a pivotal role in ensuring high levels of customer satisfaction by acting as the primary liaison between NHS clients and EBO’s internal teams, facilitating clear communication and timely resolutions to client concerns.

Key responsibilities will include:

• Identifying opportunities for product expansion and upselling within NHS accounts, ensuring that our solutions evolve in line with their needs.
• Owning overall relationship with assigned business customers, which includes managing onboarding, implementation, increasing sell-through, ensuring retention, and high levels of customer satisfaction.
• Achieving agreed revenue targets by identifying and pursuing upsell opportunities within existing NHS Trust accounts.
• Leveraging a deep understanding of NHS operations and needs to strategically position additional EBO products and services that deliver measurable value.
• Engaging and addressing customer concerns, pain points and actively soliciting customer ideas for new features, functionalities, tools, and modules of EBO’s solution.
• Proactively identifying opportunities to expand EBO’s product offerings within existing NHS Trust accounts.
• Working closely with key stakeholders to understand their evolving needs and challenges, positioning additional solutions that align with their goals.
• Being a liaison and customer voice by selling collective customer ideas, issues, pain points, etc. to our Product team.
• Leading the renewal sales cycle from proposal stage through to contract execution.
• Identifying ‘at risk’ renewal clients early in the cycle and constructing an action plan to ensure a successful, timely renewal.
• Maximising renewal revenue and driving on-time or early renewals.
• Partnering with our Solution Delivery team to execute strategies to deepen product usage, improve customer engagement, and maximise outcomes and experience.
• Partnering with our Product team in key areas to develop deep understanding of how our solution is used and inform customer success plans to drive deeper product usage, increased sell-through and retention.
• Maintaining and developing customer success strategies and best practices, as well as customer support content, working with marketing to execute.
• Maintaining existing customer success metrics and data as directed.
• Presenting internally (to EBO’s team) and externally to customer stakeholders.

Job Requirements:

• Bachelor’s Degree required.
• 3+ years of professional experience required.
• Direct experience with sales, account management, or customer success within the NHS leading to a minimum annual target of £500k in renewals/upsales.
• Strong verbal and written communication, strategic planning, and project management skills.
• Strong track record of sales accomplishments and leading commercial negotiations in a quota-carrying role.
• Experience in Sales of a software platform or product.
• Proven expertise working with the executive level in client environments, as well as with procurement, business owners, etc.
• Experience representing the customer to internal product stakeholders.
• Experience developing compelling presentations and/or sales approaches for both end customers as well as internal consumption.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Extraordinary depth of digital product knowledge and general understanding of AI and its capabilities.
• Excellent interpersonal and presentation skills; Good knowledge of MS Office applications, in particular PowerPoint, Word, Excel and Outlook.
• Experience of using a Customer Relationship Management system.
• Logical thinker who is able to recognise opportunities for creating new business sales and improving customer services; Able to manage change effectively.
• Energetic, enthusiastic and resilient.
• Ability to work using own initiative.

What we offer:

• Investment in your continuous education and development.
• An intellectually stimulating opportunity in a fast-paced environment.
• A dynamic, collaborative team to develop and shape an ambitious business.
• A competitive success-oriented remuneration package.
• Flexible hours with no specific demands about location.
• Family Friendly Measures.
• It Won’t Be Boring: Try new things. Think outside the box. We celebrate an environment that fights stagnation and challenges the status quo.

So, are you ready for the next best step in your career? Send us your CV and a nice note on why you should get this job by clicking the link below!