We are seeking a Key Account Manager – NHS to coordinate and manage the implementation of TympaHealth services, initially within 16 NHS ICBs. This is a key role in enabling our growth strategy by ensuring that our NHS customers have a seamless, effective experience, meet the expected patient outcome improvements and proceed with wider adoption.

Reporting to the Project Lead – NHS, you will work with senior stakeholders within the ICBs and TympaHealth in a team which is at the centre of a wide network of internal and external colleagues, working cross-functionally to ensure strategic and successful NHS service roll-out.

You will be joining a highly motivated team that is passionate about what they do in a Company that is going from strength to strength. This is an opportunity to make a difference to people’s lives and play a visible role in its success.

Key Duties and Responsibilities:

You will be supporting NHS service delivery and ongoing value realisation and will need to create sustainability within each site for TympaHealth’s services to continue in years two and three. You will be onboarding, managing and tracking progress with each ICB and will:

• act as the primary point of contact for select ICBs, building strong, trusted relationships with key stakeholders;
• ensure high levels of stakeholder engagement, adoption and satisfaction across all participating sites;
• proactively identify opportunities to expand usage, improve performance and increase value delivery within each ICB;
• monitor contract performance and ensure services are delivered in line with agreed scope, KPIs and expectations;
• co-ordinate regular review meetings, sharing progress updates, insights and best practices;
• escalate issues internally and externally as appropriate to protect service delivery timelines and stakeholder relationships;
• collaborate with internal teams (clinical, product, support, commercial) to ensure seamless service delivery across the full customer lifecycle;
• conduct risk assessments for each ICB for blockers and opportunities;
• identify and find solutions for bottlenecks, difficulties with delivery risks and pressure points;
• collect accurate qualitiative data, evaluating it and giving insights to improve future services and ICB experiences;
• manage both implementation and upgrades, ensuring that they are delivered on time, on value and with maximum impact;
• provide post implementation support and follow-up; and
• perform other duties as assigned by the Project Lead – NHS.

Success Measures:

• High ICB satisfaction and scores post-implementation.
• On-time and successful delivery of ICB services.
• Strong customer platform adoption and usage.
• Positive external and internal feedback on collaboration and communication.

Your Profile

You are a highly versatile, energetic individual who is detail and task orientated. You should have an entrepreneurial spirit, be practical with a positive can-do mentality.

You have:

• an NHS background with experience managing programmes within the NHS, ideally across multiple sites / ICB footprints;
• excellent communication and relationship-building skills working with stakeholders at all levels (including consultants and senior leaders) across both the Company and ICBs;
• strong attention to detail and high standards of delivery, being reliable, accountable and proactive in resolving issues and driving actions through; and
• strong assessment / benchmarking mindset with experience supporting evaluation of NHS programmes to evidence outcomes and improvements.

You are:

• highly organised, able to juggle multiple deadlines and competing priorities;
• adaptable in approach to suit different ICB decision makers, priorities and ways of working;
• a strong team player who can also work independently and take ownership of account service delivery;
• a credible representative of the Company, being able to embed within ICB teams while presenting the Company professionally and consistently;
• able to gather, understand and communicate qualitative insights; produces accurate, concise reports and updates;
• confident, engaging and positively influence others, handling challenging conversations in a professional way;
• a self-starter with sound judgement, working autonomously and checking in / escalating appropriately and when needed;
• a strategic thinker who is also hands-on and willing to “roll-up sleeves” to get things done; and
• qualified in Prince2 or similar.

Ideal additional skills which would be advantageous are:

• Experience working in a B2B SaaS or HealthTech environment.
• ENT experience.

The Company

TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. Currently, there are half a billion people in the world with disabling hearing loss. In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.

Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.

TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.

Salary & Benefits

A competitive salary and benefits package include:

25 days holiday (increasing to 26 after two years) + Bank Holidays

Birthday Holiday and Christmas Holiday (three additional days)

5% Company & Employee Pension Scheme Contributions

Life Assurance Scheme (four times salary)

Hybrid Working (minimum two days a week in the London office)

Remote GP and Medical Second Opinion Services

Mental Health Support

Physiotherapy (eight sessions per year)

Life, Money and Wellbeing Support

360 Wellbeing Score, Insights and Calendar

Financial and Legal Support

1-2-1 Lifestyle Coaching

Savings and Discounts

Perkbox

There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring Company.