Associate Account Manager

The Company

The Challenge

Obesity has become a global epidemic; in the UK, we spend £9 billion a year alone on diseases like type 2 diabetes (that’s 10% of the NHS budget). What’s shocking is most of this is preventable – through sustained lifestyle and habit change.

Enter Second Nature.

We’re here to help people take control of their health. By bringing together behavioural science, technology, and incredible people, our grand mission is to eradicate the global epidemic of chronic lifestyle diseases once and for all.

Our digital habit change programme – delivered digitally through mobile and web apps – helps people to improve their lifestyle, lose weight, and ultimately reduce their risk for conditions such as type 2 diabetes.

About us:

• We've positively changed the lives of 300,000+ people through accessible, evidence-based healthcare
• We're rated 'Excellent' on Trustpilot by over 8,000 of our members
• We're the UK’s largest digital health provider to the NHS
• We're a leading B2C provider of GLP-1 medication-assisted weight loss programmes, and 1 of 5 NICE-approved providers to deliver these services within the NHS in the future
• Our team members stay with us for an average of 4.3 years

The Role

Our NHS & Partnerships team has experienced significant growth in recent years, and as a key member of our team, you'll help accelerate this upward trajectory by nurturing our relationships with NHS and partner organisations. You'll build on our reputation as a trusted partner by demonstrating our industry-leading outcomes, helping clinicians and commissioners understand their needs and blockers to personalise our services for their local population - ensuring Second Nature is accessible to everyone in the UK.

Responsibilities

• Manage partnerships proactively by promptly addressing queries and issues, and building trust and long-term relationships with key stakeholders.
• Act as the main contact for external stakeholders; you will communicate customer requirements, ensure accountability with relevant teams, and present information back to customers.
• Monitor, optimise and report on the performance of our partnerships, preparing monthly outcome reports, tracking contract KPIs and ensuring targets and expectations are exceeded. You will build these outcomes into performance reports and presentations, regularly presenting these to contract partners in performance meetings or training sessions.
• Proactively identify and unblock referral pathway bottlenecks while working with our product team to improve the integrated member journey.
• Develop and design materials to showcase programme outcomes and efficacy, using them to educate stakeholders and build advocacy.
• Supporting local pathway integration with primary care and specialist services for our various NHS programmes. Work with our clinical teams to manage variations in service infrastructure and signposting to external services within the NHS and local community.

Requirements

Essential:

• Bachelor's degree.
• 1-3 years of experience in customer-facing roles, such as account management, client services, customer success, or project coordination.
• An analytical mindset, strong data analysis and reporting capabilities, and proficient with Excel.
• Comfortable managing multiple customer relationships and complex projects simultaneously, with strong prioritisation and time management skills.
• Excellent written and verbal communication.
• Proactivity, enthusiasm, excellent communication skills and willingness to learn fast.
• Adaptable problem-solver who eagerly seeks out learning opportunities and approaches challenges with creativity and resilience.

A bonus if:

• Healthcare/NHS sector experience.
• Knowledge of behaviour change or digital health.
• Experience with Metabase or SQL.
• Proficiency with CRM systems.

Benefits

• You can see the impact your work is having on improving thousands of people's lives. An exciting job at a health-tech startup. You'll be able to see first-hand the impact that we have on improving thousands of people's lives and tackling the type 2 diabetes and obesity epidemic on a daily basis.
• A competitive market salary, bi-annual performance reviews and awards/bonuses to recognise your contributions.
• Private medical insurance, provided after your first year with the company.
• 25 days of holiday plus national holidays, in addition to flexible working hours and autonomy over your workload to support your own wellbeing.
• Hybrid working policy: 2 days/week in our West London office, the rest of the week remote working.
• A budget of £200/year to spend on professional development with additional budget available for role-specific training needs.
• Option to join the Salary Sacrifice scheme, and Cycle to Work scheme.
• Quarterly company meet ups and socials in London.