Key Account Manager London

A Bit About Us

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.

Why Join Us?

This is your chance to join Doccla at a key stage in our growth. We’re building the category leader in Virtual Care and Remote Patient Monitoring. You’ll be part of a highly entrepreneurial, mission‑driven team that combines expertise across clinical, technical, commercial, and operational domains. We’re solving real problems for patients and health systems and growing fast.

The Role

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. Growth here means deepening the relationships you already have. 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.

What You’ll Do

• Act as the named owner and single point of accountability for a portfolio of NHS accounts.
• Keep your clients as happy as possible, treating 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.
• Be the voice of your clients inside Doccla, and their point of escalation when they need one.
• 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.
• Carry and deliver against a retention and growth target, and lead renewals early to secure contracts on strong terms.
• Build relationships at every level.
• 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.
• Turn satisfied clients into advocates, case studies and references.
• 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.
• Own SLA and outcome reporting, and use it to build action plans and evidence value.
• Drive product adoption and utilisation, so every client uses what they are paying for.

What We’re Looking For

• 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.
• Experience in a tech, SaaS or startup environment (essential). You’ve worked somewhere fast‑moving where the rulebook didn’t always cover the situation.
• Experience in the NHS, HSE Ireland, health tech or another regulated environment (strongly advantageous).
• Confidence leading meetings independently with senior clinical, operational and finance stakeholders.
• Strong organisation. You keep multiple accounts and implementations running without losing track of any of them.
• Comfort with CRM and reporting tools: HubSpot, Jira, Looker and Lightdash.
• A proactive, problem‑solving mindset. You work across Product, Engineering, Clinical and Commercial to get the right outcome. You don’t passively elevate and you don’t get stuck waiting.

You’ll Thrive Here If You

• Put client happiness first and understand that it is what unlocks renewals and growth.
• Are commercially driven and take ownership of your numbers, not just your tasks.
• Are reliable. Clients and colleagues know they can count on you to follow through without being chased.
• Adopt AI and new tools proactively to make yourself and your team faster. You don’t wait for permission to try something useful.
• Spot problems in how we work and bring solutions, not just complaints. You’ll often improve a process before anyone asks you to.
• 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.

How We Work

We empower everyone at Doccla to take ownership of their work and the company’s mission. We act ethically and always put patient safety and outcomes first. To thrive here, you’ll need a can‑do attitude and an action‑oriented approach, along with a willingness to learn and grow through open feedback. 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.

What You’ll Get

• 25 days annual leave plus up to 8 UK bank holidays (this varies depending on the role).
• Option to buy or sell holidays.
• Flexible remote options.
• Remote working stipend.
• Employee stock options.
• 4% pension on full basic pay.
• 4x salary life insurance.
• Private health insurance.
• 4 months full pay for birthing parent.
• 4 weeks full pay for non‑birthing parent.
• Phased return back to paid work.
• Sick pay.
• Free daily lunch.
• Pet‑friendly office.
• £500 L&D budget per person.
• Cycle to work scheme.
• 24/7 GP appointments.
• Mental health support.
• Nutrition & fitness advice.
• Second opinions & health checks.

In Return for Your Hard Work

A competitive compensation package (base + stock options), with half‑year and annual performance reviews. The chance to work on patient‑first, system‑level healthcare challenges in one of Europe’s leading healthtech companies. 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. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences. We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you’re excited about the role, we encourage you to apply even if your experience doesn’t match every point.

Safer Recruitment

We are committed to safer recruitment practices. As Doccla is a CQC registered company, a Disclosure and Barring Service 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.