Customer Account Manager - Southern Region

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

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 Southern England

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 a Roche Customer Account Manager you are responsible for the overarching customer relationship within our Managed Laboratory Service contracts. Your key objective in this role will be to bring the voice of the customer to the organisation and bring the voice of the organisation to your customer group. You will champion customer experience and support in the retention of some of our key customers.

Your core responsibilities

• Forming a strategic long term vision and plan for customer growth and retention within your specific customer network/s


• Perform contractual management tasks both with the prime contract and also subcontractors, supported by our Commercial Contracts experts


• Champion customer experience and increase level of satisfaction


• Be responsible for managing escalations


• Collaborate with sales and technical colleagues within a multidisciplinary team (squad) to drive shared goals


• Customer face to face and virtual interactions across the customer landscape, including c-suite, scientific leads and procurement teams


• Inputting to and updating CRM with all relevant information


• Supporting the drive of digital adoption across your customer network/s


Relationships

• Be an active member of the squad


• Matrix manage where appropriate


• Form strong collaborative relationships within the business across multiple functions


• Support other Customer Account Managers as needed


Your Profile

Essential

• Full UK driving license


• Demonstrates Growth Mindset


• Educated to degree level or equivalent experience


• Detail oriented


Desirable

• Account Management or commercial experience


• Contracts management experience


• Diagnostics or Healthcare experience


• Matrix management experience


Competencies

• Self awareness


• Customer centricity


• Interpersonal intelligence


• Teamwork and collaboration


• Communication


• Achieving results


• Decision making


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.


• Full UK driving license


• Demonstrates Growth Mindset


• Educated to degree level or equivalent experience


• Detail oriented


Desirable

• Account Management or commercial experience


• Contracts management experience


• Diagnostics or Healthcare experience


• Matrix management experience, Self awareness


• Customer centricity


• Interpersonal intelligence


• Teamwork and collaboration


• Communication


• Achieving results


• Decision making
  
  Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters., 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 aaa0
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