Client Services Account Manager

Headquartered in London, Health Hero marries human expertise with digital convenience to provide fully holistic virtual healthcare. Built on the foundations of established companies with proven sector and country expertise, combined with best-in-class digital technology, Health Hero is now the largest digital healthcare provider in Europe, delivering 24/7 access to doctors and expert clinicians wherever and whenever it is needed via a suite of tools including video calls, online chats and phone.

Health Hero is on track to being one of the largest digital health players in the world through a combination of buy‑and‑build and scale up of an existing portfolio through organic execution.

This is an exciting opportunity to join our growing Client Services team. In this role, you will manage a portfolio of SME clients while supporting Strategic Account Managers (SAMs) across the full commercial lifecycle. You will collaborate with teams across the business to coordinate contracting, client onboarding, service adoption, and customer outcome support. A key part of the role is helping clients maximise the value of our Mental Health, Virtual GP, and Allied Health solutions by interpreting usage trends, identifying risks, and guiding clients to get the best of our services.

This position offers excellent career progression and the chance to develop your expertise in a fast‑paced, dynamic environment.

You will act as a trusted advisor to clients, understanding their needs, interpreting usage trends, identifying risks, and guiding them to achieve strong employee wellbeing outcomes.

Elements of this role are client facing and therefore require strong interpersonal skills to represent the business. You must be comfortable working in a fast‑paced and flexible environment and have a professional attitude as well as the ability to manage difficult conversations.

Internally, you will actively promote a positive, supportive team environment through collaboration and knowledge‑sharing across departments. Participate and drive in team initiatives, process improvements, and mentoring opportunities as well as supporting team members through assistance and peer guidance.

• Manage the launch of GP and Mental Health contracts, including coordination of access codes, domains, telephone access and related setup activities
• Act as the secondary point of contact for clients, representing your SAMs and ensuring accurate and fast responses to client requests
• Manage contracts and progress on behalf of your SAM including obtaining required documents, including due diligence
• Attend virtual and if necessary face to face wellbeing events when requested by clients or SAMs
• Reporting GP and Mental Health sub client headcounts and liaising with finance.
• Managing a portfolio of Mental Health and GP clients, intermediaries, and Occupational Health clients
• Proactive client relationship management to ensure that targets are achieved for contract retention levels and renewals
• Renewal negotiations for your own clients to achieve a retention rate of >95
• Help support upselling and cross selling of other Health Hero services, like Training Psychological and Critical Incident services, as well as new product enhancements and end user self‑pay options
• Maintain the highest standard of customer service and support to the sales, SAM and bid teams
• Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities
• Providing weekly renewal, activity and outstanding task updates

• Ensure Hub Spot CRM is accurate with client information and upsell opportunities
• Preparation of internal reports in a timely and accurate manner as requested by the management team
• Preparation of client reports and tailored MI for strategic clients in collaboration with data teams

• Microsoft office including use of Excel, Word, PowerPoint and Copilot
• Desire and willingness to learn more about our services and use of AI
• Customer service focused: committed to providing exceptional service across all channels – written, phone and face to face
• Ability to manage multiple priorities in a fast‑paced…