At a Glance
- Tasks: Lead strategic customer relationships and ensure successful implementation of healthcare solutions.
- Company: Join a fast-paced, innovative healthcare tech company with a supportive culture.
- Benefits: Competitive salary, professional growth, and a chance to make a real impact.
- Other info: Dynamic role with opportunities for personal and professional development.
- Why this job: Be the trusted partner for customers and drive meaningful change in healthcare.
- Qualifications: Experience in account management, project delivery, and excellent communication skills.
The predicted salary is between 56700 - 69300 £ per year.
About the Role
We are looking for a Strategic Account & Delivery Lead to own key customer relationships and ensure our solutions are successfully implemented, adopted, and delivering measurable value.
This role combines strategic account management with hands-on implementation, project leadership, and the customer success work that drives adoption. You will be the person the customer knows and trusts, joining the relationship during the sales process and carrying it through pilot, launch, adoption, and expansion. As the team grows, these responsibilities may specialize, and we will be open with you about how the role could evolve.
Key Responsibilities
Customer and Account Leadership
- Own strategic customer relationships across the full customer lifecycle.
- Build trusted relationships with executive, clinical, operational, and technical stakeholders.
- Understand each customer’s priorities, operating environment, and measures of success.
- Develop account plans, stakeholder maps, governance structures, and communication rhythms.
- Lead customer meetings, executive reviews, and strategic planning conversations.
- Monitor account health and proactively address risks, gaps, and opportunities.
- Support retention, renewals, and appropriate account expansion.
Implementation and Project Management
- Lead implementations from pilot planning and integration through launch, adoption, and ongoing delivery.
- Translate customer needs into clear plans, milestones, responsibilities, and success criteria.
- Coordinate work across customer teams and Keebler Health’s sales, product, engineering, clinical, and operational teams.
- Manage timelines, dependencies, risks, issues, decisions, and changes with discipline.
- Surface problems early, establish mitigation plans, and escalate when necessary.
- Ensure commitments result in action and that important details do not fall through the cracks.
- Hold stakeholders accountable while maintaining strong working relationships.
- Do the hands-on work of data collection: roster specifications, system access, file transport, and the requirements specific to each customer's EHR and data sources.
Adoption and Value
- Define and track success measures linked to clinical, operational, and financial outcomes.
- Drive adoption across multi-practice accounts with complex user and stakeholder groups.
- Identify gaps between expected and realised value and lead plans to address them.
- Communicate progress, outcomes, risks, and priorities clearly to customers and internal teams.
- Contribute to repeatable implementation and account-management processes.
About YouYour Experience
- Experience in strategic account management, customer success, implementation, professional services, or program delivery.
- A strong record of leading complex software implementations from planning through adoption.
- Excellent project-management skills and close attention to detail.
- Credibility with senior customers and the confidence to lead difficult conversations.
- Ability to coordinate technical and non-technical teams without direct authority.
- Strong written, verbal, and executive communication skills.
- Commercial awareness, including experience supporting retention, renewals, or expansion.
- Healthcare technology, enterprise SaaS, or regulated-industry experience is preferred.
- Comfortable working in an early-stage or rapidly changing environment.
How You Work
- Owns outcomes end to end and drives them forward independently.
- Collaborates across functions without direct authority and creates documentation that teammates can build upon.
- Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
- Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.
- Uses LLMs and AI tools to remove friction and build capacity, improving the team's systems alongside their own output.
When applying
In addition to your resume, also include:
- A highly personalized, bold, and hilarious "Keebler Health-style" introduction that grabs attention - outgoing, fun, and uniquely you (not uniquely ChatGPT). Think: confident, high-energy, slightly irreverent (but still professional), with a smart nod to healthcare, value-based care, and the fact that we're building something real.
What We Offer
- Competitive salary and benefits package.
- Opportunity to work in a fast-paced, innovative environment.
- Professional growth and development opportunities.
- Collaborative and supportive team culture.
- Chance to make a meaningful impact on the healthcare industry.
Strategic Account and Delivery Manager in Durham employer: Keebler Health
At Keebler Health, we pride ourselves on being an exceptional employer, offering a dynamic and innovative work environment where your contributions truly matter. As a Strategic Account and Delivery Manager, you'll enjoy a competitive salary and benefits package while working alongside a collaborative team that values professional growth and development. Join us in making a meaningful impact on the healthcare industry, all while fostering trusted relationships with key stakeholders and driving successful implementations.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Account and Delivery Manager in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Keebler Health. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Keebler Health before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Strategic Account and Delivery Manager in Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Keebler Health:Your cover letter is your chance to shine! Tell us why you want to work at Keebler Health specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Keebler Health!
How to prepare for a job interview at Keebler Health
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
