Account Management Associate

Account Management Associate 

Are you looking to impact and be part of something special, such as shaping the future of healthcare?  

Semble are growing and looking for an Account Management Associate who has a passion for delivering a premium level customer experience.  Do you have a revenue focused approach and thrive on enabling people to realise the full value of a product or service that can revolutionise their working lives?   

We are looking for an exceptional candidate with a mix of customer relationship management and inter-personal skills, strategic thinking and sales acumen to drive overall customer success across the SMB customer segment.  Ideally, we are looking for someone who has experience in the private healthcare sector and an understands the nature of customer success within in a fast-paced Saas environment. 

Sound like you? Keep reading. 

At Semble, we are on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive, and secure software. Our cloud-based clinical system is already used by thousands of clinicians, making their lives easier and saving them money, while structuring their health data to help research.   

We are a passionate and driven team, proud to unite under strong cultural drivers: 

• Impact - We do work that matters. 

• Collaboration – We are in it together. 

• Human touch – We care deeply. 

This role can be fully remote in the UK and EU (with occasional travel to our London office) within +/- 2 hours of the GMT time zone. We are unfortunately not able to consider candidates located outside these locations and time zones at this stage.  

What you will be doing 

You will be working in the Account Management team collaboratively managing the SMB customer base, reporting to the Head of Account Management.  Increasing net revenue retention is our core objective, therefore your role will blend client success and revenue growth.  You will need to bring a commercial mindset to every interaction, proactively working to boost retention and revenue simultaneously. 

The objectives of your role span across four key areas: 

• New customer Implementation (onboarding): Conduct and monitor success of customer onboardings, working to shorten the time to value.  Building a deep understanding of how Semble users can and do utilise the product for their unique needs. 

• Boost Revenue: Oversee all subscriptions and contracts for SMB customers.  Align all users onto applicable pricing packages, using Stripe billing, leading to organic expansion.  Identify and convert opportunities for upselling premium features.  Work with the renewals team to negotiate new contracts with existing customers, increasing the volume of accounts on annual contracts and aiming to transition SMB clients onto to Mid-market packages to support their business growth. Boost partner revenue through partner referrals, ensuring all accounts are utilising key lab and pharma partner integrations. 

• Increase Retention: Review system usage and feature adoption data, conduct health checks to identify churn risk, trends and increase new feature adoption rates. Manage, monitor and report on all monthly churn, escalating product feedback where necessary, identifying trends and working with the AM team to adopt strategies to increase net revenue retention. Build insight reports on competitors, collaborating with sales and product teams to drive value understanding and product development in line with market needs. 

• Enhance Client Relationships and Market Reputation: Identify and build relationships with strategic accounts across all verticals and specialities. Monitor industry trends, user needs and best practices for delivering content and training to users. Leverage Pendo data, NPS, client feedback and socials insight to advance our positive market reputation and client experience. Work with marketing to identify best practices for referral strategies. 

What we are looking for 

• Previous experience building and managing relationships in the healthcare industry, preferably in a private practice setting. Alternatively, experience working in a customer success or account management role in a scaling Saas business (post Series A), with a track record of onboarding customers and increasing NRR across a varied customer base. 

• Demonstrated sales acumen with the ability to identify and implement strategies that drive revenue growth and profitability. 

• Exemplary time management and organisation, working with a large volume of clients requires efficiency and adaptability in a fast-paced environment 

• Exceptional composure and the ability to navigate tough client interactions without being emotionally affected.  

• You take initiative, are intellectually curious, and have an insatiable drive to learn 

• Excellent English verbal and written communication skills, with demonstrated ability to communicate effectively with users of various levels of technical proficiency.  

• Proficiency in data analysis tools and techniques to assess client performance metrics, track system usage, and identify churn risk factors. Experience working with Office 365 – especially Excel and PowerPoint. 

What you’ll get in return 

• The great feeling coming with knowing you do something that matters: shaping the future of healthcare! 

• Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you! 

• 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest. 

• Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options! 

• Private Health Insurance – covering physical and mental health, as well as dental and optical! 

• Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office. 

• Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically. 

• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field. 

• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies! 

• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...). 

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.