Customer Account Manager

Are you looking for a customer account management role focussed on enhancing the customer experience and bringing the voice of the customer to the organisation, with the UK Diagnostics leading organisation?

Does it excite you to challenge diverse internal and external stakeholders to ‘do now what patients need next’?

If you’ve replied to these questions in the affirmative, we welcome you to apply for this exciting opportunity to join our Customer Account Team covering the NHSi London 5 Region (South West London).

Today, both patients and healthcare professionals benefit from the wide portfolio that Roche Diagnostics has to offer. This includes pioneering products, services and comprehensive solutions, all of which contribute towards enhancing patient outcomes thus increasing quality of life.

In this context, our customer account management team’s primary focus is to enable our customers to deliver superior clinical and health-economic outcomes to patients and clinicians and to ensure our customers receive a superior customer experience.

The role

Reporting to the Regional Customer Account Manager, you will build meaningful commercial relationships at all levels within your assigned customer base. Passionate about customer engagement, you will make direct connections between a customer’s strategic business goals and how our product & services suite can contribute to their execution in significant periods of change in the healthcare industry. In practice, you will focus on providing excellent customer experience by co-creating service delivery plans and managing timely interventions of all the cross functional teams to provide a positive customer experience for our Optimall branded Managed Services.

As the primary point of contact for the Roche Managed Service Accounts and our third-party partners, you will oversee the customer experience through the entire life cycle in close collaboration with all stakeholders in the cross functional team including sales, marketing, technical services, customer services, finance as appropriate.

you are an energetic Customer Account Manager who will be an advocate for our customers with an emphasis on delivering value with every touch. You will be the primary contact point for our customers, and will be passionate to deliver an exceptional customer experience via account management and business consulting skills.

With a good grasp of the evolution of the UK healthcare environment, you are a strategic thinker who holds the customer at the heart of what you do on a daily basis. Educated to degree level or equivalent, you will be able to demonstrate a sound track record in contract management and commercial engagement within the healthcare industry. Passionate and resilient about delivering customer promises, you have proven experience of sales or account management within the healthcare sector. Great communication, account management, project management and problem-solving skills are some of the key attributes you will need to be successful in this role.

Other key skills/knowledge required:

Empathy for our customers, while protecting the interests of our company and its assets
Good numeracy skills (with attention to detail) to interrogate large data set and draw meaningful insights and recommendations (Advanced Excel skills with all round strong Microsoft Office)
Simultaneous management of many complex projects within cross functional teams of experts (sales, technical support, customer services, marketing, access & innovation)
Excellent ability to perform with a professional demeanor while utilising sound judgment and time management skills
Be passionate about quality customer service. You love helping people, and you constantly strive to provide value with every interaction by delivering excellent internal and external service
Be organised, ahead of schedule, communicative, and accountable—in short, own your role entirely, while being open to challenge, suggestions, and new ideas.
Strong listener who can identify problem points and develop clear solutions and process improvements; know how to roll up your sleeves
Analytical and logical ability to understand business workflows and how they map to base application functionality

Person Profile

you are an energetic Customer Account Manager who will be an advocate for our customers with an emphasis on delivering value with every touch. You will be the primary contact point for our customers, and will be passionate to deliver an exceptional customer experience via account management and business consulting skills.

With a good grasp of the evolution of the UK healthcare environment, you are a strategic thinker who holds the customer at the heart of what you do on a daily basis. Educated to degree level or equivalent, you will be able to demonstrate a sound track record in contract management and commercial engagement within the healthcare industry. Passionate and resilient about delivering customer promises, you have proven experience of sales or account management within the healthcare sector. Great communication, account management, project management and problem-solving skills are some of the key attributes you will need to be successful in this role.

Other key skills/knowledge required:

Empathy for our customers, while protecting the interests of our company and its assets
Good numeracy skills (with attention to detail) to interrogate large data set and draw meaningful insights and recommendations (Advanced Excel skills with all round strong Microsoft Office)
Simultaneous management of many complex projects within cross functional teams of experts (sales, technical support, customer services, marketing, access & innovation)
Excellent ability to perform with a professional demeanor while utilising sound judgment and time management skills
Be passionate about quality customer service. You love helping people, and you constantly strive to provide value with every interaction by delivering excellent internal and external service
Be organised, ahead of schedule, communicative, and accountable—in short, own your role entirely, while being open to challenge, suggestions, and new ideas.
Strong listener who can identify problem points and develop clear solutions and process improvements; know how to roll up your sleeves
Analytical and logical ability to understand business workflows and how they map to base application functionality

Interview Process

2 stage process

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