WORD360
Senior Account Manager
Birmingham, England
£44k - £47k (Employer provided)
About The Role
Word360 is a Birmingham-based technology platform reshaping how the NHS and wider health and social care sector access language services. Our platform connects clinicians and patients across language barriers in real time, with products including Wordskii, which integrates directly into NHS clinical systems, and Wondaa, our AI-powered interpreter. We are a multi-award-winning business with a strong NHS footprint and a clear growth agenda.
Main Purpose of Job
We are looking for an account manager who is a commercially minded relationship builder. This is not a reactive support role. You will own a defined portfolio of NHS and public sector accounts with a direct brief to retain and grow them, identifying expansion opportunities, converting them into revenue, and building long-term partnerships that reflect the full breadth of what Word360 can do.
Day to day you will spend your time in accounts, not behind a queue. You will be expected to challenge, propose, and close alongside the relationship management that earns you the right to do so. If you have grown accounts before and want the space and support to do it properly, this is worth a conversation.
Responsibilities and Duties
- Own a portfolio of accounts and be held accountable for revenue retention and growth within them.
- Build structured account plans that map expansion opportunities across departments, product lines, and usage levels.
- Identify and execute upsell and cross-sell opportunities across the Word360 platform, including Wordskii EPR integrations and Wondaa AI solutions.
- Lead regular client business reviews, balancing honest performance conversations with a forward-looking commercial agenda.
- Manage the full renewal cycle: proactively flag risk, build the case for continuation, and make sure no contract goes uncontested.
- Work alongside the wider sales and marketing team on account strategy, new product rollouts, and cross-sell campaigns.
- Support client onboarding and product adoption where accounts expand, keeping time-to-value tight.
- Keep HubSpot current across pipeline, contact records, account plans, and renewal timelines.
- Act as the internal voice of your accounts, flag risks early, escalate where needed, and follow through.
Skills and Attributes Required
- A track record in account management, customer success, or B2B sales, with clear examples of growing revenue within existing accounts.
- Commercial instinct. You can spot an opportunity, build a case for it, and see it through to a close.
- Experience managing complex, multi-stakeholder accounts. NHS, local authority, or large public sector experience is a genuine advantage.
- Confident using CRM tools (HubSpot preferred) to manage pipelines and account activity, not just log calls.
- Able to run a business review that moves the conversation forward commercially, not just operationally.
- Clear, adaptable communication. Equally credible with a procurement lead and a ward manager.
- Self-directed and organised, with the confidence to manage a portfolio without being managed yourself.
- Resilient and direct. Comfortable in a fast-moving environment and confident challenging the status quo where it serves the client.
Nice to Have
- Working knowledge of NHS procurement, commissioning structures, or the ICB and ICS landscape.
- Experience selling or managing SaaS or technology platform contracts.
- Familiarity with NHS technologies and systems
What we Offer
- A technology business with a strong NHS market position, two differentiated products, and a growing pipeline.
- A commercial account management role with real ownership, not an escalation desk.
- Autonomy to build and run your accounts, backed by an experienced sales and leadership team.
- Flexible and hybrid working, and a team that takes its work seriously without taking itself too seriously.
Benefits
- Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday.
- Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days.
- Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel.
- Employee Recognition: Celebrate achievements with our employee awards and development programs.
- Health and Wellness: Benefit from health insurance, free gym memberships, free cinema tickets, and more.
- Career Growth: Your efforts drive your success. With our ambitious growth plans, you’ll continually expand your expertise and opportunities.
- Cycle to Work Scheme: Join the cycling revolution with our support.
- Pension Scheme: Secure your future with our workplace pension plan.
- Paid Sick Leave: Rest assured with paid time off during illness.
- Social Events: Engage with colleagues and innovate through business-wide social events.
Recruitment Process
- Successful applicants will complete a short pre-screen, including recorded answers to a few questions, along with a psychometrics test.
- If shortlisted, you’ll be invited to a first interview (via Microsoft Teams or in person).
- Finalists will attend a final interview (again, either online or face-to-face).
- Please note, the process may change
Diversity, Inclusion and Wellbeing
Diversity, inclusion and wellbeing is an important part of Word360's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
Additional Information
If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.
About Us
Word360 is the largest Interpreting and Translation company in the United Kingdom and we are lucky to be working alongside some brilliant clients across nationwide.
Base pay range
The minimum salary is £44k and the max salary is £47k.
£44k – £47k/yr (Employer provided)
£46k
/yr Median
Birmingham, England
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