Account Manager

Introduction

Established in 2010, Inform Health is an award-winning software company, providing software applications to support Sexual Health, HIV, and Sexual Assault Referral Centre (SARC) provider services.

Our values are Integrity, passion, innovation, and expertise which form the foundation of our success and in conjunction with our customers, we strive to make a real impact on the future of healthcare.

Our mission is to empower healthcare providers and commissioners with elegant, innovative and secure software solutions that enhance service efficiency, improve patient care and provide tangible benefits to the communities they serve.

Through close collaboration with our customers, we continuously evolve, shaping solutions that meaningfully transform service delivery within the sexual health industry.

Having introduced new patient facing technology in 2019, to compliment the range of self managed services already being offered to patients, in 2022, Inform introduced “Click It”, a new, patient self managed home test kit ordering and diagnostic service.

Job Purpose

As an Account Manager at Inform Health you will be responsible for managing and maintaining relationships with our software customers. Using a consultative approach, your primary focus will be on working with our customers to support them achieve their service goals through your expert knowledge of their operational practice and the Inform systems they use. This will include education of new products and services and identifying any new business opportunities. You will work closely with our product managers to communicate any product enhancements that customers may require and with our professional services, development teams and other internal departments to ensure that Inform software products continue to meet our customers' needs and expectations.

You will take full ownership and responsibility for the management of each customer account. Working to support healthcare professionals achieve their desired operational practice, the ideal candidate will have a strong technical background, within the health-tech environment with either a software solutions or Clinical background, excellent communication skills, and experience in managing complex accounts, experienced and be passionate about supporting healthcare organisations improve the care they offer.

Duties and Responsibilities

• Act as the main point of contact between the company and its healthcare clients.
• Support the management of major accounts in conjunction with the major account managers.
• Develop and maintain relationships with key decision-makers and stakeholders within the healthcare organisations.
• Facilitate regular account meeting and strategic discussions, to ensure a positive customer experience.
• Assist customers in achieving their objectives and long-term goals.
• Educate customers on new Inform features and product roadmap, in line with the company’s marketing plans.
• Provide product demonstrations and presentations to existing customers and other departments within the company.
• Identify opportunities to grow business and upsell products with existing Inform customers.
• Work to successfully carry out customer requests whilst meeting company goals.
• Determine the customer’s needs and provide effective solutions to ensure customer satisfaction in conjunction with Professional Services or Service desk where appropriate.
• Communicates customer needs and the associated market demands to the business.
• Collaborate with the sales and marketing teams to develop targeted campaigns and strategies to increase brand awareness, generate leads, and drive sales.
• Produce quotations and proposals to a high standard in a timely manner.
• Maintain CRM data to provide regular update reports (at least monthly) on agreed objectives and targets, order pipelines, forecasts, etc.

Qualifications, Skills & Experience

Essential

Experience

• 3 years’ experience in software account management, with a proven track record of building and maintaining strong client relationships in clinical software sales, account management or customer service.
• Ability to provide customers with a level of consultancy, ensuring they are getting the most out of their products and are kept aware of how other services are innovating or working in a different way to enhance their service delivery.
• Have an in-depth understanding of healthcare IT and be familiar with the terminology used in the industry. Knowledge of various electronic medical record systems, practice management software, and other healthcare software products would be beneficial
• Have a basic understanding of software testing and quality assurance to ensure that the software product is meeting the client's requirements and is bug-free.
• Have knowledge of Security Standards for healthcare including but not limited to; ISO27001, CYBER Essentials, DPIA’s GDPR and general patient confidentiality requirements.
• Strong understanding of healthcare industry trends, regulations, and competitive landscape.
• Familiarity with project management software and CRM tools, Salesforce, Jira, Mission Control.

Skills

• Excellent communication skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
• Strong problem-solving skills, with the ability to identify and resolve complex software issues.
• Extremely organised and self-disciplined and can demonstrate the ability to work remotely whilst maintaining links with the rest of the team.
• Experience of working in a fast-paced environment, with the ability to prioritize and manage multiple projects simultaneously.
• Ability to balance pressures of a small business alongside the needs of a customer.
• Ability to organise and manage multiple priorities and work effectively under pressure.
• Strong analytical skills, an Inquisitive and logical thinker who can take on multiple concepts.
• Ability to set expectations and communicate goals and objectives with customers at various levels.
• Passionate about making a difference in the Health Market.

Advantageous

• Bachelor’s degree in Computer Science, Information Systems or healthcare related field.
• Possess a basic understanding of technical terminology related to software development, and methodologies, such as APIs, database architecture, and software development life cycle. AGILE, SCRUM, etc. To communicate effectively with the software development team.
• Understanding software development concepts and an understanding of programming language terminology such as C#, ASP.NET, Angular, and SQL.

Why work for Inform Health?

At Inform Health, we value the hard work and dedication of our team members. We are dedicated to providing a workplace where everyone feels valued.

• We offer a salary that reflects the value of your skills and commitment.
• With Private Medical Insurance, you’ll have peace of mind knowing you are covered in case of illness or injury.
• Take advantage of our Enhanced Pension Contributions (5% employee, 5% employer) to help you build a secure financial future.
• Our Employee Assistance Programme (EAP) offers confidential support, including counselling and financial advice, ensuring you’re supported both personally and professionally.
• Enjoy enhanced annual leave that increases with your service, giving you more time to relax and recharge when needed.
• We invest in your future. We provide Professional Development Opportunities to help you grow in your career within a supportive, dynamic environment.
• We are an Equal Opportunities Employer. We celebrate diversity in all its forms and are committed to providing an environment where people from all backgrounds, regardless of race, gender, age, religion, disability, or sexual orientation can thrive. We actively encourage individuals from diverse and underrepresented communities to apply and join our team.
• By joining us, you’ll play an essential role in improving healthcare and helping deliver high-quality products that make a real difference in the lives of our customers and the patients they serve.