The Account Manager is responsible for managing, retaining, and growing NHS customer accounts by acting as the primary point of coordination across operational, strategic, and commercial activities. The role ensures customers receive a superior experience by bringing their voice into the organisation and aligning internal and external resources to deliver long‑term value and partnership success.
Key Responsibilities
Account Management & Customer Experience
* Act as the custodian of customer satisfaction across assigned NHS accounts.
* Build deep, long‑term relationships with Trust stakeholders, including senior management and C‑suite.
* Ensure customers receive a consistent, high‑quality experience across all touchpoints.
* Monitor customer feedback and escalate improvement areas where needed.
Operational Delivery
* Lead and coordinate operational meetings, including KPI reviews, service performance updates, and financial metrics.
* Deliver Quarterly Business Reviews, analysing performance, identifying risks, and setting priorities for the upcoming quarter.
* Manage issue escalation and resolution by liaising with internal teams and third‑party partners.
* Ensure all interactions, actions, and account updates are accurately recorded in the CRM.
Strategic Planning & Growth
* Conduct Strategic Trust Meetings to understand 1–3 year Trust objectives and align them with the organisation’s strategic vision.
* Develop and maintain detailed account plans, including value statements, roadmaps, and contact strategies.
* Identify and convert new opportunities within existing accounts and support prospecting of new accounts when required.
* Review account profitability and work with Commercial Finance to maximise long‑term value.
Contract Management
* Manage contract amendments, including CCNs, product additions, and new subcontracts.
* Support annual budget setting with Trust teams.
* Oversee contract exit planning to ensure a positive final customer experience.
Implementation & Onboarding
* Receive handover from the sales team following successful bids.
* Lead contract setup activities and coordinate with internal teams and third‑party partners.
* Support the implementation phase to ensure smooth onboarding and operational readiness.
Cross‑Functional Collaboration
* Work closely with finance, operations, customer services, technical services, procurement, commercial contracts, access & innovation, and third‑party partners.
* Share insights and customer knowledge with Sales teams through Gold Sheet collaboration and CRM updates.
* Support colleagues during vacancies, holidays, or increased business demand.
Key Activities
* Operational meetings and KPI reviews
* Quarterly Business Reviews
* Strategic Trust planning sessions
* Financial and budget meetings
* Contract amendments and documentation
* Issue management and escalation
* CRM updates and task management
* Implementation and onboarding support
* Contribution to wider business projects
Skills & Attributes
* Excellent communication and stakeholder management
* Commercially astute with the ability to analyse financial and operational data
* Proactive, organised, and able to prioritise in a dynamic environment
* Skilled in navigating matrix organisations and influencing without authority
* Customer‑centric mindset with a focus on long‑term partnership value
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