Account Manager in London

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About Graphite

We're a dedicated Health and Pharma digital experience agency, collaborating with organisations around the world to create digital solutions that are truly aligned to their audience needs. Our services fall under three core pillars: strategy, user research and design.

In joining Graphite, you'll become part of a creative and diverse team that genuinely cares - about our people, our customers, and the patients and healthcare practitioners that are impacted by the work that we do. Through collaborative working and a commitment to continuously improving and developing our people and processes, we are able to make a measurable difference to people's health and wellbeing through creating exceptional digital experiences. We're headquartered in Brighton, with our team working hybrid and remotely across the UK. Ad‐hoc travel to London or Brighton will be required.

About the role

We are looking for an experienced Account Manager to work with our health and pharma customers and act as the day to day client relationship point of contact. The programmes of work you will oversee alongside our Delivery team will be across Design Systems, digital products and design thinking, and require collaboration with our in‐house experts across strategy, user research and digital design, plus external data, content and development partners.

You'll be a passionate communicator that knows how to articulate your own ideas, capable of building peer‐to‐peer relationships with clients that value your input. You will report to the Senior Account Manager and be expected to generate around 75% of your time as billable revenue for the department.

Key responsibilities

• Serve as the client service contact for our healthcare and pharma clients, understanding their objectives, managing expectations, providing expert guidance, and building trusted and long‐term partnerships.
• Work with our new business team so there is a seamless transition from new to live client.
• Preparation of SOWs in collaboration with the wider team and client onboarding materials; ensuring they understand the full scope of the project.
• Document the outcomes from internal and external retros and monthly check‐in meetings for ongoing learnings.
• Ensure CRM records are accurate and up to date, acting as the 'single source of truth' for client comms and contacts.
• Working with the client service to ensure all client contacts understand our full service offering.
• Update status reports and the client new work pipeline weekly.
• Stay informed on healthcare and digital trends.

Requirements

• Minimum 2-3 years of account management or client services experience in a digital agency environment.
• Experience working with clients in the health and/or pharma sector.
• Working knowledge of web technologies, capabilities and limitations.
• Appreciation of design and the importance of a great user experience.
• Ability to articulate both design and technical viewpoints to clients.
• Proven ability to manage multiple projects, deadlines, and stakeholders simultaneously.
• Excellent collaboration skills, with the ability to effectively engage with cross‐functional teams and stakeholders.
• Strong presentation skills and warm, positive communication style which conveys trust.
• Demonstrated success of on‐boarding new clients and exposure/appetite to grow accounts.
• Confident working with others to inspire a high quality standard of delivery.

Personal attributes

• Empathetic, detail‐oriented, and highly organised with excellent time management skills.
• Passionate about improving healthcare experiences through design and technology.
• A proactive problem‐solver who thrives in a fast‐paced, collaborative environment.
• Driven by curiosity-keen to understand emerging healthcare trends and patient needs.

Benefits

• Private health insurance with high standards of cover.
• Comprehensive private dental plan.
• Personal development time and annual training budget.
• Regular social meet‐ups and events.
• 25 days holiday, increasing after 2 years.
• Opportunities to give back with dedicated time for community engagement and charitable initiatives to suit your interests.
• Free employee assistance support for personal challenges, whether legal, financial or medical.
• Cycle to work scheme.
• Pension scheme with employer contributions.

We're committed to professional and personal growth. Through comprehensive onboarding, ongoing training and knowledge sharing across teams, we support continuous development. We set personalised annual objectives (aligned with the agency's vision/goals and upskilling); with check‐ins at regular intervals to ensure progress. This approach helps to build new skills and confidence as our team grow in their careers.

If you are passionate about helping to transform healthcare experiences and drive positive impact, we invite you to join our team at Graphite. Apply now to be part of our exciting journey to shape the future of healthcare technology!

Applications are via our online application system and include a covering letter along with your CV.

At Graphite we are committed to building a truly inclusive and diverse workplace where there are equal opportunities for everyone regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation, or is disadvantaged by conditions or requirements which cannot be shown to be relevant to performance as protected by applicable law.

If you are interested in this role but don't meet every requirement or your skills don't perfectly align, we'd encourage you to apply anyway and tell us why you are the best candidate. We are always open to meeting new great people who we can learn from, we seek and welcome diversity of experience, knowledge and perspectives and all that it brings to our teams. If you have a disability or need that requires accommodation at any point in the application or interview process, please let us know.