Account Management Lead

Working cross-functionally, you will lead strategic account management for Thalamos clients, helping organisations realise value from our products, strengthen adoption across services, and identify opportunities to expand our work together to deliver improved outcomes for patients.

Thalamos operates a series of products which, when combined, offer unified workflows across the NHS, social care, police and wider organisations to support those subject to the Mental Health Act. Together, these products support assessment, care and treatment in complex environments, while generating rich pathway data across a region. We want to leverage this infrastructure to expand the number of patients we can help when orgaisations can join up effectively and frontline staff are supported to work efficiently.

We are looking for a Account Management Lead to build trusted relationships with clients, support them to embed and grow their use of Thalamos, and identify where additional products, services or use cases could deliver further operational and patient benefit.

This is primarily a strategic account management role, with a strong focus on retention and growth within existing clients. To do this well, you will work closely with our programme team and client organisations to ensure the core platform is implemented effectively, adopted well, and delivering value in practice.

Key Responsibilities

Strategic account and partnerships leadership

• Act as the senior day-to-day contact for live client accounts and partner organisations (such as suppliers of integrated solutions), building strong relationships across NHS trusts, partner organisations and wider public services
• Develop a clear understanding of each client’s priorities, challenges and long-term objectives
• Create and maintain strategic account plans, with a clear view of priorities, risks and growth opportunities
• Lead regular client reviews, presenting performance insights, service updates and recommendations clearly and credibly
• Help clients connect their use of Thalamos to service improvement, partnership working and patient impact

Growth within existing clients

• Identify opportunities to extend the value of Thalamos through new use cases, broader deployment, additional products or expanded scope
• Work closely with clients to understand unmet needs, operational pressures and pathway challenges that Thalamos could help address
• Shape proposals for new work in a way that is grounded in client need, aligned to public sector priorities and focused on meaningful outcomes
• Support commercial conversations with existing clients in a way that is thoughtful, credible and centred on long-term partnership
• Contribute to growth within existing accounts through successful delivery, trust and demonstrated value

Adoption, delivery and account performance

• Work closely with the Thalamos programme and product teams to ensure the platform is implemented effectively, supports strong client adoption and learnings are used to enhance the product offering
• Keep visibility of delivery progress, dependencies and client feedback, so account plans reflect what is happening in practice
• Coordinate with Product, Programme, Operations and Leadership teams to ensure client needs and opportunities are understood across the business
• Oversee business as usual account management activity, including service updates, contract management, KPI reporting and documentation
• Monitor account performance and client health, using data and feedback to identify risks and improvement opportunities
• Lead risk, issue and escalation management, ensuring concerns are addressed promptly and constructively
• Maintain accurate account plans, client records and opportunity tracking through disciplined use of internal systems and documentation

Skills, Knowledge and Expertise

• You bring commercial awareness, but approach growth through value, credibility and long-term partnerships rather than focusing on ‘upselling’
• You are motivated to improve outcomes in health and care through digital products that support real-world change
• You see the value of being part of a team and celebrate the achievements of a group of people together over individual success
• You build strong relationships and become a trusted partner over time
• You are comfortable working across strategy, delivery and stakeholder management
• You can operate effectively in complex, multi-stakeholder health and care environments
• You are proactive, organised and able to bring clarity where there is complexity or uncertainty
• You believe technology can improve patient outcomes and are motivated to help clients turn that potential into practical impact

Benefits

• Free lunch 2 days a week
• Regular socials
• 22 days holiday, plus bank holidays, plus your birthday and 3 days between Christmas & New Year
• Discretionary bonus dependent on role and salary
• Learning and Developent Programme
• 4% company pension contribution for qualifying earnings
• Share Options
• Enhanced Partental Leave Policy

Key responsibilities

• Act as the senior day-to-day contact for live client accounts and partner organisations, building strong relationships across NHS trusts and wider public services.
• Identify opportunities to extend the value of Thalamos through new use cases, broader deployment, additional products or expanded scope.
• Work closely with the Thalamos programme and product teams to ensure the platform is implemented effectively, supports strong client adoption and learnings are used to enhance the product offering.