Senior Account Manager

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About Graphite

Were 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, youll 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 peoples health and wellbeing through creating exceptional digital experiences.

Were 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.

Youll 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 Graphites 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: £43,000 to £52,000 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

Were 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), well 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 dont meet every requirement or your skills dont perfectly align, wed 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.

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Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Industries
Marketing Services

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