Customer Account Manager
London, UNITED KINGDOM Marketing
Job description
The Position
Are you looking for a customer account management role focused 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 Managed Service Contracts in London and the South East.
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.
Your key responsibilities
Reporting to the Regional Customer Account Manager, you will build deep meaningful long term 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 Roche 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.
Your profile
You are an energetic & resilient Customer Account Manager who will be an advocate for our customers with an emphasis on delivering value at every point.
You are passionate to deliver an exceptional customer experience via account management and project management 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.
You have proven experience of sales or account management within the healthcare sector, as well as strong communication, account management, project management and problem-solving skills.
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 (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, customer projects)
Excellent ability to perform with a professional demeanour while utilising sound judgement and time management skills
Be organised, ahead of schedule, communicative, and accountable. 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 impact customer experience.
Confidence in using and understanding contracting language and documents
Your application
Please upload only your current compelling CV.
We are looking forward to your application as the future Customer Account Manager at Roche!
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Our UK Diagnostics business, headquartered in Burgess Hill, West Sussex, employs approximately 560 highly skilled individuals. We provide the industry's broadest range of diagnostics and monitoring products & services, spanning all sectors of the market: from small hand held devices used directly by patients or healthcare professionals, to large diagnostic instruments found in hospital laboratories.
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.