Key Account Manager -Service (Permanent)

We’re Doccla, and we’re redefining where and how healthcare is delivered. Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home. We support patients across the full care journey from early discharge and acute recovery to long-term condition management and proactive care.

We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows. We currently work with over 60% of NHS ICBs and supporting health systems across the UK, Ireland, France, and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care.

You’ll be part of a highly entrepreneurial, mission-driven team that combines expertise across clinical, technical, commercial, and operational domains. As a Key Account Manager, you own a portfolio of NHS accounts end to end. You are the single point of accountability for everything that happens on your accounts, and you are measured above all on two things: how happy your clients are, and how much your accounts grow.

You grow the number of patients on existing pathways, add new clinical pathways, and lead clients through virtual ward delivery and into proactive, population-level care. You build trust at every level of the client, from the ward nurses using our platform every day to the senior executives who sign the contracts. Delivery excellence and genuinely happy clients are the foundation that makes all of this possible.

• Own your accounts end to end: Act as the named owner and single point of accountability for a portfolio of NHS accounts. Keep your clients as happy as possible, and treat their satisfaction as the foundation of everything, because happy clients renew, grow and advocate. Own the account plan, the renewals and the relationship from end to end, supported by your Key Accounts Lead and Operations team.
• Grow your accounts: Grow the number of patients on existing pathways, so every account reaches its full potential. Add new clinical pathways to accounts that are ready for them. Identify and lead expansion from virtual ward delivery into proactive, community-based care for the highest-risk populations. Use the client's own data to size each opportunity and build the business case, working with the commercial and clinical teams. Build trusted relationships across the whole client, from ward nurses and clinical leads, through operational and senior executives. Become genuinely embedded in how your clients work, so you spot opportunities and risks before anyone else does. Lead client meetings independently: steering groups, Quarterly Business Reviews and executive reviews, with support of the Partnership Managers.
• Oversee delivery and implementation: Oversee delivery across your accounts and the implementation of new clients and new pathways, coordinating Product, Clinical, Patient Support and Logistics to hit go-live dates. Own the project plan and stakeholder map for every account.

2 to 4 years in account management, customer success, delivery or a client-facing role, with a track record of keeping clients happy and growing the accounts you own. A commercial mindset. You are comfortable owning renewals and growth, carrying a number, and spotting upsell inside an existing relationship, whether that is more patients, new pathways or new services. A natural relationship-builder who is equally credible with a ward nurse and a senior executive, and who enjoys becoming embedded in how a client works. A consultative, Challenger-style approach: you can reframe a client's thinking, build a business case and hold a commercial conversation with senior stakeholders. You keep multiple accounts and implementations running without losing track of any of them. Comfort with CRM and reporting tools: You work across Product, Engineering, Clinical and Commercial to get the right outcome. Spot problems in how we work and bring solutions, not just complaints. Care about making an impact on how healthcare is delivered, whether that's a nurse monitoring a patient or a patient at home using our device for the first time.

We act ethically and always put patient safety and outcomes first. We’re a hybrid team, with offices in London, Denmark, Germany. Most of our team is London-based and enjoys in-person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet-friendly space. Some of our teams are fully remote, depending on the team and responsibilities.

Annual Leave & Holidays: 25 days annual leave + up to 8 UK bank holidays [this varies depending on the role]. Option to buy or sell holidays.

Remote Working: Flexible remote options. Remote working stipend.

Financial Benefits: 4% pension on full basic pay, 4x salary life insurance, private health insurance, sick pay.

In-Office Perks (London HQ): Free daily lunch, pet-friendly office, cycle to work scheme, mental health support.

A competitive compensation package (base + stock options), with half-year and annual performance reviews. Opportunities for growth and leadership; we want you to challenge the status quo, own your impact, and continue developing, with our full support.

Diversity at Doccla: We embrace diversity. We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles. It is an offence to apply for such work if you are barred from working with children or vulnerable adults.