Account Manager

We are looking for an account manager to join our team to help deliver our products to help healthcare teams improve the lives of thousands of patients weekly.
Salary: £32k

Our mission

At Ultramed we’re on a mission to empower patients through technology and freeing healthcare teams to do what matters: caring for their patients. We believe software has the potential to change the way we deliver healthcare and help us live happier, healthier lives. We work hard every day to move the needle and deliver on that promise.

Equity, Diversity and Inclusion statement

Ultramed is committed to fostering an equitable, diverse and inclusive workplace.One of our core values is to do the right thing. That’s why we know that continuing to work on our approach to equity, diversity and inclusion helps make us an outstanding remote employer.

We are a small but growing team so it’s important for us to make sure that we are representative of the patients and clinicians we help every day, as well as showing our employees that they matter. We use EDI approaches to recruitment, hold whole team learning sessions on a variety of topics including inclusive language at work, and regularly review our benefits package to make sure it suits the differing and changing needs of our team.

We know that equity, diversity and inclusion is not a box-ticking exercise. We are fully committed to the ongoing work needed to review and improve our current processes, and are eager to keep learning and finding new ways to make Ultramed a truly inclusive workplace.

What we do

Ultramed’s platform allows patients to securely share their personal health information with their healthcare teams. With Ultramed, healthcare teams can request information from a patient to help plan upcoming operations or procedures. Our platform reduces the number of unnecessary appointments for patients, improves patient safety and increases efficiency for healthcare providers.

Who we are

Ultramed is an award-winning company serving patients and healthcare providers in the UK and abroad. We won a King’s Award for Enterprise: Innovation in 2023. We are backed by the NHS Innovation Accelerator and are recognised by the UK Department of International Trade as one of the UK’s top 100 digital health companies. We have a smart, dynamic and diverse team working together to improve healthcare.

What you’ll do

• Be the primary contact for customer account management and success, overseeing implementation, maintenance and contract growth
• Foster strong relationships with our customers, helping them to maximise the value they get from our products
• Maintain regular communication with key stakeholders from your accounts
• Monitor product usage and proactively identify opportunities for improving customer satisfaction
• Contribute to refining and improving our implementation and onboarding processes
• Provide cover and support for our Client Support Officers when necessary on our support desk
• Communicate customer feedback, feature requests and bug reports to our product team, contributing to product enhancement
• Embrace the collaborative approach within the Ultramed team to achieve our collective objectives

Requirements

Essential:

• A minimum of 3 years experience in customer-facing, training, or account management roles.
• Excellent written and verbal communication skills
• Highly organised and methodical, and adept at managing a wide and varied workload while meeting deadlines
• Great IT skills, with the ability to communicate technical information in a simple way
• Willingness to cross cover roles with colleagues
• Flexible approach to tasks required of the role including willingness to undertake further training and development as required and as the company expands
• The ability to work independently from home with a suitable work environment and internet connection (all necessary equipment will be provided)
• Commitment to our equality, diversity and inclusion policies
• Willingness to travel within the UK on occasion
• You are resident for tax purposes in the United Kingdom

Desirable:

• Experience working in digital healthcare
• Experience working in a software company
• Experience using Zendesk (or similar software)

Benefits

• Fully remote and flexible working
  Work from wherever you work best with control over your work hours**
• Working From Home allowance
  Tax-free monthly allowance to cover additional costs
• Pension Match
  We will match your contributions above the statutory requirements up to a total contribution of 14% (6% employer, 8% employee split)
• Profit-Sharing
  We set aside a proportion of our annual profits and distribute it equally amongst our team
• Share Incentive Plan
  Tax-free shares are issued regularly so it builds up your shareholding and longer-term value for you
• Loyalty annual leave bonus scheme
  Starting with 23 days paid holiday, plus statutory public holidays during the year, we award 1 additional day of annual leave after 12 months, a further 2 days after 24 months and then a further 2 days after 36 months. In addition, you will be entitled to 1 additional day of leave on your birthday. The day will usually be taken on your birthday if it is a working day but can be added to your overall leave allowance.
• Annual leave purchasing scheme
  The opportunity to purchase up to 5 additional days of Annual Leave per year
• Top-notch equipment
  We will buy you a new MacBook and other required peripherals as needed
• Home office stipend
  You can request purchases to help equip your home office
• Education budget
  You can request additional educational activities including courses, books, conferences and webinars
• Contribution toward co-working space
  We will contribute towards a co-working space on a case-by-case basis if you are unable to work well at home
• 9 day working fortnight trial
  We are about to start a trial of a 9 day working fortnight with alternate Fridays off
• Health cash plan
  You will have the option to join our health cash plan provided by HealthShield, which offers cash back on health, wellbeing, and medical appointments
• Flexibility for parents and carers
  We will work with you to structure work around your family, not the other way around

*Job role specific

*Being available for scheduled meetings within core hours of 10:00 – 16:00