At a Glance
- Tasks: Lead customer account strategies and build strong relationships with C-suite leaders.
- Company: Join Roche, a leader in healthcare innovation and diversity.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Frequent travel within the South; dynamic team environment focused on collaboration.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: Degree level education and experience in healthcare or diagnostics required.
The predicted salary is between 50000 - 65000 £ per year.
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
- 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.
Who you are
- Educated to degree level or equivalent.
- Full valid UK Driving Licence.
- 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 identify and evaluate 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. 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.
Regional Customer Account Manager - South in City of Westminster employer: F. Hoffmann-La Roche Gruppe
At Roche Products, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through continuous development opportunities and a supportive environment where diverse perspectives are valued. Located in the South, this role not only allows you to engage with C-suite leaders but also offers the flexibility of remote working, ensuring a healthy work-life balance while making a meaningful impact in the healthcare sector.
Contact Details:
F. Hoffmann-La Roche Gruppe Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Regional Customer Account Manager - South in City of Westminster
✨Tip Number 1
Network like a pro! Get out there and connect with people in the healthcare and diagnostics sectors. Attend industry events, join relevant online forums, and don’t be shy about reaching out to potential contacts on LinkedIn. You never know who might help you land that dream job!
✨Tip Number 2
Show off your expertise! When you get the chance to chat with hiring managers or during interviews, share your insights on account management strategies and customer relationship building. This will demonstrate your knowledge and passion for the role, making you stand out from the crowd.
✨Tip Number 3
Prepare for those tricky questions! Think about how you would handle complex support issues or lead a team through challenges. Practising your responses will help you feel more confident and articulate during interviews, showing that you’re ready to tackle the responsibilities of the role.
✨Tip Number 4
Don’t forget to follow up! After interviews or networking events, send a quick thank-you note to express your appreciation. It’s a simple gesture that keeps you fresh in their minds and shows your enthusiasm for the position. Plus, it’s a great way to build those relationships we talked about!
We think you need these skills to ace Regional Customer Account Manager - South in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the key responsibilities of the Regional Customer Account Manager role. We want to see how you can create and influence account management strategies that resonate with our goals.
Showcase Your Relationship-Building Skills:Since this role involves establishing productive relationships with C-suite leaders, share examples of how you've successfully built and maintained such relationships in the past. We love to see strong rapport-building skills in action!
Highlight Your Problem-Solving Abilities:This position requires strong analytical and problem-solving skills. Be sure to include specific instances where you've tackled complex issues effectively, especially in a healthcare or diagnostics context. We appreciate candidates who can think on their feet!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
How to prepare for a job interview at F. Hoffmann-La Roche Gruppe
✨Know Your Customer
Before the interview, research the company and its key customers. Understand their needs, challenges, and how the role of Regional Customer Account Manager fits into their strategy. This will help you demonstrate your ability to build relationships with C-suite leaders and show that you can influence account management strategies effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or projects in the past, especially in a cross-functional environment. Highlight your experience in motivating teams and managing performance, as this role requires strong leadership to drive service performance improvements and foster collaboration.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your analytical and problem-solving skills. Prepare to discuss specific instances where you've successfully resolved complex support issues or improved processes. This will showcase your ability to handle the diverse and complex scope of support issues at a regional level.
✨Demonstrate Your Understanding of the Healthcare Sector
Brush up on your knowledge of the healthcare environment, particularly in diagnostics and lab diagnostics. Be prepared to discuss NHS policy initiatives and how they impact customer relationships. This will show your potential employer that you have the expertise needed to navigate the industry effectively.
