Account Director
Are you able to maximise client happiness and nurture long-term and positive relationships whilst supporting the NHS?
We usually respond within three days
About us
As featured in the likes of The Telegraph, Independent and Forbes, Patchwork is an award-winning digital healthcare solution that was built by doctors, for doctors.
We are a rapidly growing team of 100+ people revolutionising flexible working in the NHS and are helping NHS organisations save millions (and counting), by connecting them to an increasing number of flexible bank workers. We help grow their staff banks, remove reliance and spending on locum agencies, and aim to improve the general experience of flexible bank working.
We have always taken pride in having a hybrid working model even before the pandemic. Despite not being a fully remote employer, we are a flexible employer and encourage all of our employees to come into the office twice a week.
The Role
The role is focused on strategic Account Management and Business
Development. You will have sole responsibility across a region for managing the
overall strategic relationship with a defined group of Patchwork customers,
ensuring they are retained whilst securing additional revenue from these
customers by upselling and cross selling additional products and services. You
will seek opportunities to maximise client happiness and nurture long-term and
positive relationships with clients & senior stakeholders throughout their journey
of engaging with Patchwork.
Leading the Large Account Management Process (LAMP) for your strategic
accounts, the role supports the selling of Patchwork’s suite of products and
services, Patchwork Refine and other frameworks that may be developed,
working closely with the Head of Customer Success to ensure accounts are
optimised based on customer, revenue, and service requirements. You will be
expected to use data and relationships to build proposals that create value for
our clients.
You will be an excellent communicator who’s able to grasp executive and senior
stakeholder client needs, identify the ways to excel in fulfilling them and multi-
task under tight deadlines. Your goal will be to ensure that our executive, senior stakeholder and contract holder partnerships with our clients are strong, enduring and agile. You are seen as a trusted partner delivering the best solutions to support patients and staff or worker experiences
Key Responsibilities
- You will build and maintain a trusted strategic partnership with each customer within your region, with particular focus on executive, senior stakeholders and contract holders acting as their primary point of contact.
- You are accountable for existing revenue through customer retention, contract renewals and additional revenues through upselling and cross-selling of Patchwork products and services.
- You will lead the delivery of the Large Account Management Process (LAMP) and supporting Gold Sheets for your strategic accounts.
- You will ensure executive stakeholders have oversight of their Key Performance Indicators (KPIs), service delivery and achievements against defined outcomes in the utilisation of Patchwork solutions, working in conjunction with Customer Success to confidently communicate recommendations to improve outcomes, system, and service improvements.
- In parallel, you will act as a point of escalation for the region for complaints and escalate issues as appropriate.
- A significant proportion of you time will be spent positioning the value of our product with stakeholders. There’s a reason we call you a trusted advisor-- this is less about the hard sell and more about having the product knowledge, passion and people skills to help the prospect make the best decision for their needs.
- To achieve this you will be an expert in assessing the use cases within your organisation and customise your presentation/discussions based on the clients goals, desired outcomes and customer experience.
- You will have deep knowledge on our constant evolving products/services and understand the nuances of how it can be used so that you’re able to support our clients accordingly.
Ideal Profile
- You are a strong strategic thinker with a problem-solving aptitude and
project management mindset. - You are highly organized and able to manage several responsibilities at
once with little oversight. - You are naturally curious and have a history of learning new things
quickly - You come from a consultancy background or have extensive experience as a Senior Account Manager, Account Director, Client Relationship Director or equivalent role.
- You exhibit excellent verbal and written communication and negotiation skills with the ability to confidently engage and communicate with senior stakeholders / c-suite stakeholders.
- You are comfortable and adept with data interpretation
- Proven track record of meeting and exceeding targets and KPIs
- Willingness and ability to travel across your accounts / region to see your clients on-site
- Healthcare experience is welcome but not essential.
Benefits
- Support remote/flexible working environments
- Dog friendly office
- Cycle and Tech loan scheme
- EMI Shares Options
- Access to Perkbox
- Parental Support through Poncho
- Salary advances with our financial wellbeing partner, Wagestream
- Free therapy, counselling and other wellbeing services through our Employee Assistance Programme: Health Assured
- Trained Mental Health First Aiders in the business
- Weekly Lunch & Learn
- Monthly Culture Club: Diversity talks, cooking workshops, book clubs
- Assigned Learning & Development budget per employee
Logistics
We receive a lot of applications and as a small team we are unable to give individual feedback on each application. If you have not heard from us within a week, unfortunately you have not been selected for an interview
Patchwork provides equal employment opportunities (EEO) to all employees and applicants. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, colour, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognised protected basis prohibited by applicable law.
- Department
- Client Partnerships
- Locations
- Patchwork HQ
- Remote status
- Hybrid Remote
- Yearly salary
- 55000 - 70000
Patchwork Values
-
Start with Empathy
We must lead with our humanity in every interaction, with our customers and our colleagues. With customers we start with empathy to truly understand their perspectives and deliver solutions that appreciate the complexities of their lives in healthcare. Within our teams, when people feel understood, they're more receptive to others' concerns—and team cohesion and collaboration follow.
-
Create Impact
We started Patchwork to make a difference to the lives of people in healthcare. And our impact is amplified when we strive for excellence in everything we do. And when each one of us gets to combine our love for our craft with the ability to make a real impact - only then can we make Patchwork a company we are proud to be part of.
-
Choose Courage
To choose courage is to challenge the status quo, to be remain ambitious, to choose the hard path if needed, to take risks and not fear failure, and to allow yourself to be vulnerable.
-
Own the Outcome
Ownership begins with accepting the responsibility of a project, product or even task, from inception to outcome. With true ownership of outcomes we find autonomy in our roles and become accountable towards our customers and colleagues.
-
Win Together
We can only win by coming together as a single team.
It starts by treating each other with respect and kindness, building on each other's strengths to grow together, balancing team goals with personal goals, and always celebrating collective wins.
Welcome to Patchwork
We're a rapidly growing community of healthcare professionals, technologists and specialists who have seen the rising pressures placed on NHS organisations and staff, many of us through first hand experiences.
By working closely with the NHS, we have built a number of award-winning products, which have helped fill over 3 million shifts so far across over 70 NHS sites (and counting!), helping save the NHS millions.
We are extremely proud of what we do - we're on a mission and there's no stopping us! So if you want to join a growing, people centric team that works impactfully to solve real world challenges, then you're definitely in the right place.
Our Mission:
To reinvent the delivery of care through our innovative technology and genuinely caring people.
Our Vision:
To ensure healthier, happier people in healthcare - globally.
About Patchwork
Patchwork is an award-winning digital healthcare solution that was built by doctors, for doctors. We are a public-private partnership with Chelsea & Westminster NHS Trust, are co-owned by The British Medical Journal and work with over 70 NHS sites.
We are a team of over 100 people, revolutionising flexible working in the NHS. We help NHS organisations save millions (and counting), by connecting them to an increasing number of flexible bank workers, in order to grow their staff banks, remove reliance and spending on locum agencies, and to improve the general experience of flexible bank working.
Ultimately, Patchwork helps to save money, time and effort, so that it can be better spent on patient care.
Account Director
Are you able to maximise client happiness and nurture long-term and positive relationships whilst supporting the NHS?
Loading application form
Already working at Patchwork?
Let’s recruit together and find your next colleague.