Account Manager (NHS)

Overview

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home. Healios aims to be a leading provider of neurodevelopmental and associated mental health services, and is committed to diversity and flexible working. All candidates are encouraged to review our Notion page for information on our hiring processes and what it is like to be a Healios employee.

We are seeking an Account Manager to grow the financial value of Healios accounts through existing contracts and new revenue opportunities. The role focuses on positioning Healios as an embedded extension of customer services and as a partner in transformation and sustainability plans.

WHAT YOU WILL BE ACCOUNTABLE FOR

The Account Manager grows financial value within Healios accounts, engaging key service decision makers and aiming to view Healios as an integral partner in customers’ transformation and sustainability plans. A key part of the role is managing Healios’ Net Promoter Score (NPS) in existing accounts and developing stakeholder maps and advocacy across decision makers and influencers.

Excellent interpersonal skills are essential for successful customer relationship management, with a focus on understanding customers’ challenges, needs and goals to provide solutions that deliver impact, value and satisfaction as reflected in account value, retention and NPS results.

YOU WILL BE RESPONSIBLE FOR

• Developing customer relationships with key decision makers within NHS accounts and driving new revenue growth opportunities within the account.
• Developing a deep understanding of customers’ short-term challenges and mid-term goals; collaborating with internal cross-functional teams to create solutions that deliver impact and value.
• Planning and attending virtual and in-person meetings with all key service decision makers and target customers as per Healios KPI’s.
• Mapping all key decision makers across the account, building a measurable plan to grow Healios brand advocacy and improve Healios’ position as a core partner in long-term sustainability and transformation plans.
• Planning, scheduling and facilitating regular account meetings with stakeholders, using qualitative and quantitative data to track performance and address concerns.
• Updating all key customer information in the Healios CRM system.
• Collaborating with Growth, Operations, Clinical, Finance, Product and Tech teams to ensure a coordinated customer experience and delivery on time and in budget.
• Preparing customer reports that demonstrate impact and value aligned with what matters most to customers and families served.
• Staying attuned to forthcoming market changes to inform company strategies and maintain a strong value proposition and competitive advantage.

TO BE SUCCESSFUL IN THIS ROLE, BELOW IS WHAT WE NEED FROM YOU

• Preferably proven account manager and/or sales experience in the mental health/ND assessment industry.
• Proven ability to influence key decision makers into brand advocates as part of customer relationship management.
• Proven track record of retaining and growing account revenue by identifying new opportunities.
• Results-oriented, proactive in nurturing existing relationships and building new ones among decision makers and influencers.
• Ability to thrive under pressure and deliver on customer needs and goals within agreed constraints.
• Excellent communicator and collaborator, able to work with external and internal stakeholders to achieve objectives and KPIs.
• Strong facilitation skills for planning and conducting meetings and workshops with clear outcomes and actionable results.
• High emotional intelligence and adaptability to different customer personas.
• Analytical and problem-solving abilities to achieve win-win outcomes.
• Strong planning, organizing and prioritisation skills with structured templates and frameworks for goal setting, tracking and performance management.
• Understanding of NHS landscape and what matters to NHS decision makers.
• Willingness to travel within the UK for meetings, briefings and conferences as required.
• Commitment to openness, collaboration, accountability and continuous improvement.
• Data-driven reporting and decision-making capabilities.
• Passion for helping individuals improve their lives and a commitment to safeguarding best practices.

WHAT WE WILL PROVIDE FOR YOU

• 25 days of annual leave (including 3 days Christmas closure and bank holidays).
• Additional leave and flexible benefits package including Health Cash Plan, Life Assurance, EAP, Critical Illness Cover, employee discounts, Cycle to Work, Tech Scheme and more.
• Fully remote working with a policy to work from anywhere.
• Enhanced family-friendly policies and company laptop, monitor and keyboard with allowance for additional equipment.
• CPD/Growth day per year and personal development allowance.
• Training and development for clinicians with schedule of monthly CPD.
• A collaborative culture that fosters curiosity, creativity and innovation.
• Opportunity to shape and design clinical pathways leveraging technology with a human touch.
• A culture focused on delivering exceptional healthcare experiences for clients and families.

DIVERSITY AND INCLUSION

Do the right thing is a Healios value. We are committed to building a diverse and inclusive workplace where everyone feels supported. Diverse skills, backgrounds, identities and perspectives help us develop services that work for the children and families we serve.

SAFER RECRUITMENT & PRE-EMPLOYMENT CHECKS

Healios prioritises safety in recruitment. All employees may be required to undertake DBS/PVG checks as appropriate to their role, and to provide two professional references.

Notes: this description reflects current recruitment practices and may be updated as required.