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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 the Greater London region.

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

As Customer Account Manager, you will report 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 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.

This is a hybrid working role requiring some onsite attendance at our customers location

Who you are

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 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. 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 demeanour 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 challenges, suggestions, and new ideas.
• A 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
• Confidence in using and understanding contracting language and documents

Investing in you

Roche Diagnostics UK & Ireland is in an exciting phase of growth, where the business is channelling its energy, focus, functions and processes towards enhancing customer and patient experience in the countries it operates in. As the medical diagnostics market-leader in UK & Ireland, the organisation recognises its responsibility to the healthcare system and will continue to remain agile in developing new ways of working, with a growth mindset. We have the courage and passion to keep challenging ourselves to improve what we do and the way we do it.

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.