Senior Account Manager

Graphite Digital; England; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

Graphite Digital is seeking a Senior Account Manager to oversee key health and pharma clients, ensuring project delivery and account growth. The role demands excellent communication skills, strategic thinking, and a passion for the healthcare sector. Candidates should have a strong background in agency client services and familiarity with the intricacies of digital health.

Benefits

Private health insurance

Comprehensive dental plan

Annual training budget

25 days holiday, increasing after 2 years

Free employee assistance support

Cycle to work scheme

Pension scheme with employer contributions

Qualifications

• Minimum 5 years agency client service experience.
• Experience leading and growing accounts.
• Strong understanding of regulatory environments.

Responsibilities

• Build and maintain strong relationships with clients.
• Lead client communications and project oversight.
• Proactively identify growth opportunities within accounts.

Skills

Pharma & healthcare experience

Strategic thinking

Excellent presentation skills

Collaboration skills

User-centred design principles

Job description

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About Graphite

We're a dedicated Health and Pharma digital experience agency, collaborating with organisations around the world to create digital solutions that are truly aligned to their audience needs. Our services fall under three core pillars: strategy, user research and design.

In joining Graphite, you'll become part of a creative and diverse team that genuinely cares - about our people, our customers, and the patients and healthcare practitioners that are impacted by the work that we do.

Through collaborative working and a commitment to continuously improving and developing our people and processes, we are able to make a measurable difference to people's health and wellbeing through creating exceptional digital experiences.

We're headquartered in Brighton, with our teams working hybrid and remotely across the UK. Ad-hoc travel to London or Brighton will be required.

The role

We are looking for an experienced Senior Account Manager to join our Client Services team. You will act as the day-to-day contact for our key health and pharma customers and assist with account growth.

The programmes of work will be across design systems, digital products and design thinking, and require collaboration with our in-house experts across strategy, research and design and with external data, content and development partners.

A key requirement of this role is to work in collaboration with our new business team so there is a seamless transition from new to live client including knowledge transfer, SOW preparation and onboarding.

You'll be a passionate communicator that knows how to articulate your own ideas, capable of building peer-to-peer relationships with clients that value your input.

You will be expected to generate around 75% of your time as billable revenue for the department.

Key responsibilities

• Build and maintain strong relationships with client stakeholders in the health and pharma sector
• Lead day-to-day client communications and have account and project oversight
• Understand client goals and regulatory requirements (e.g., FDA, EMA, ABPI, MLR review).
• Work closely with internal teams (strategy, design and delivery) to ensure projects are delivered to a high customer experience, where we are creating confidence and adding value
• Proactively identify new opportunities for growth within existing accounts and collaborate on pitches and proposals.
• Facilitate and document the outcomes from monthly check-in meetings
• Work closely with the Business Development team to ensure there is a smooth transition from 'new' client to 'live' client
• Effectively onboard client stakeholders and ensure they understand the full scope of Graphite's service offering Stay informed on healthcare and digital trends
• Ensure CRM records are accurate and up to date, acting as the 'single source of truth' for client comms and contacts
• Share client insights and feedback with internal teams to help refine messaging, positioning, and service delivery

Key requirements

• Pharma & healthcare experience is a must for this role - and a passion for the sector
• Minimum 5 years agency client service experience (significant relevant client side experience also considered)
• Ability to think strategically and provide consultative value to clients.
• Experience in engaging with clients to plan and deliver digital products and services
• Experience leading, managing and growing accounts and on-boarding new clients
• An appreciation of design and the importance of a great user experience
• An ability to articulate both design and technical viewpoints to clients
• Excellent at time management for yourself and those working with you
• Confident working with others to inspire a high quality standard of delivery
• Excellent presentation skills and ability to communicate with warmth, positivity and convey trust
• Excellent collaboration skills, with the ability to effectively engage with cross-functional teams and stakeholders
• Comfortable navigating regulatory environments and collaborating with med-legal-review teams.
• Strong understanding of user-centred design principles and methodologies.
• Knowledge of healthcare regulations and standards (e.g. FDA, HIPAA, GDPR) is a plus.
• Understanding of pharma marketing compliance (e.g., Veeva-approved content, MLR process).
• Understanding of accessibility and inclusive design in digital health experiences.

Salary: £K depending on experience

Benefits

Read our employee experience
introduction to see an overview of our benefits; including:

• Private health insurance with high standards of cover
• Comprehensive private dental plan
• Personal development time and annual training budget
• Regular social meet-ups and events
• 25 days holiday, increasing after 2 years
• Opportunities to give back with dedicated time for community engagement and charitable initiatives to suit your interests - young talent; diversity and inclusion; environment and sustainability; wellness
• Free employee assistance support for personal challenges, whether legal, financial or medical
• Cycle to work scheme
• Pension scheme with employer contributions

Professional and personal growth

We're committed to the professional and personal growth of each of our team members. Through comprehensive onboarding and ongoing training, knowledge sharing across teams, as well as setting personalised six-monthly objectives (in line with agency vision and objectives), we'll help you develop new skills and confidence that keep you moving forward in your career.

• Graphite Learns - all agency knowledge sharing presented by different team members
• Coassemble internal platform for ongoing training

Application

If you are passionate about helping to transform healthcare experiences and drive positive impact, we invite you to join our team at Graphite. Apply now to be part of our exciting journey to shape the future of healthcare technology!

Applications are via our online application system and include a covering letter along with your CV.

At Graphite we are committed to building a truly inclusive and diverse workplace where there are equal opportunities for everyone regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation, or is disadvantaged by conditions or requirements which cannot be shown to be relevant to performance as protected by applicable law.

If you are interested in this role but don't meet every requirement or your skills don't perfectly align, we'd encourage you to apply anyway and tell us why you are the best candidate. We are always open to meeting new great people who we can learn from, we seek and welcome diversity of experience, knowledge and perspectives and all that it brings to our teams.

If you have a disability or need that requires accommodation at any point in the application or interview process, please let us know.