The Position
Ready to put the voice of the customer at the heart of healthcare innovation?
As our new field-based Regional Customer Account Manager - South you won’t just manage a team—you will inspire a regional squad of Account Managers and Senior Account Managers to redefine the Roche customer experience. If you are a strategic commercial leader who thrives on the road, builds deep, meaningful relationships, and knows how to turn a superior customer experience into long-term business growth, we want you on our frontline.
Reports to
Head of Customer Account Management
Key Responsibilities
* Creates and influences account management strategies that cross organisational boundaries to achieve broad business goals
* Establishes and maintains consistent and productive relationships with customer Senior lab management and especially with the “C” suite level leadership teams
* Manages/leads critical regional support escalations, often including multiple internal and external support teams and often with visibility to internal and external leadership teams
* Leads sharing of best practices with sales & account management team community
* Leads clients to drive service performance improvements through effective long term partnerships
Key Activities
Customer experience management
* Manages service delivery of a team of peers and account managers, leads through influence
* Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust at a regional level
* Manages a diverse and complex scope of support issues at a regional level. Solves complex support issues effectively through the internal network of Roche professionals
* Assesses customers’ risks & needs and recommends appropriate service offerings to proactively address customer issues at a regional level as well as providing input to the Access and Innovation function
* Establishes and maintains relationships with regional sales and cross functional teams to execute on a regional account plan
Contract Development
* Ensures Roche and third party stakeholders understand each customer’s requirements and the pressures/opportunities they are experiencing
* Works closely with colleagues, third party partners and the customer to ensure changes in and novation to MS contracts are timely and appropriate
* Ensures all proposals meet with customer requirements and stage of the contract life cycle
Key Contributions (impact of the role)
* Retains and grows customer business and profitability within the region via C suite engagement
* Increases NPS for customer satisfaction within region
* Drives ideation with innovation and business development function
* Drives service performance initiatives with internal and external stakeholders to improve processes focussed on improving customer experience
Team Development
* Motivates and leads the team to success, through: development in role; delivery of timely feedback, celebration of success, fostering a culture of team working and collaboration
* Organisation of regular 1:1 meetings with team and timely feedback
* Active performance management
Decision Making Authority
* Authority to make decisions in line with current DOA - Supported by the Customer Account Management Team and Commercial Director
Key Responsibilities/Activities may differ according to each customer requirement
Who you are
* Educated to degree level or equivalent
* Full valid UK Driving License
* Mobile (ability to stay away from home mid-week on occasions)
* Preferred location: South (Frequent travels required)
Experience
* the healthcare environment with a strong understanding of pathology and NHS policy initiatives
* diagnostics and lab diagnostics sector (IVD)
* leading and shaping a regional cross-functional team in collaboration with other internal & external stakeholders
* leading regional team’s engagement with multiple stakeholders of customer organisations by active design of and participation in contract planning, business planning and regional initiatives
* project management and/or implementation on small and/or large scale
* working within current defined processes & leading to their continuous improvement within assigned region
* Line management experience essential.
Knowledge, Skills and Personal attributes
* Ability to interact, communicate, strategise and influence at C-levels within the region and beyond
* Ability to maintain a broader perspective, and identifies and evaluates opportunities to enhance the business through cross-group collaboration
* Strong rapport-building skills and communication skills (both verbal and non-verbal)
* Strong analytical and problem-solving skills, with a passion to lead a team of experts to give our clients the personal attention required
* Ability to document recommendations formally via service delivery plans and present to customers and account management teams
* Ability to make good, timely and financially sound decisions in uncertain or pressurised situations on a consistent basis
* A leader who is resourceful, confident under pressure, and has demonstrated knowledge in services, operational support, customer relationship management and business development
Values
* Demonstrates Integrity, Courage, Passion
All skills, knowledge, experience and competencies will be deemed “essential” unless marked otherwise
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.
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