At a Glance
- Tasks: Manage customer accounts and build strong relationships to ensure satisfaction and retention.
- Company: Join Preventx, a leader in remote sexual health diagnostics with a mission to improve healthcare access.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to collaborate with NHS stakeholders and drive innovation.
- Why this job: Be part of a growing team that makes a real impact on public health and customer experience.
- Qualifications: Experience in account management, especially within healthcare or public sectors is essential.
The predicted salary is between 40000 - 50000 £ per year.
OVERVIEW:
Location: Remote, with occasional travel nationally and to Sheffield/London as required
Reporting to: Head of Commercial Strategy
Company: Preventx is one of the UK's market leaders in remote sexual health diagnostics, working with more than 75 NHS trusts and local authorities and operating the largest publicly funded remote sexual health testing programme in the world.
Role: The National Account Manager (NAM) will take ownership of the operational management and retention of Preventx's existing customer portfolio across England. The role will act as the primary day-to-day relationship manager for existing contracts, ensuring customers receive a consistent, proactive and high-quality service.
The NAM will lead contract reviews, customer reporting, renewals, price uplifts, service improvement discussions and stakeholder engagement across existing accounts. Working closely with the Strategic Partnership Managers (SPMs), who retain overall strategic account ownership and growth responsibilities, the NAM will ensure customers maximise value from their partnership with Preventx while supporting long-term retention and satisfaction.
This is a highly visible role requiring excellent relationship management skills, strong commercial awareness, attention to detail and the ability to coordinate multiple stakeholders across a national customer base.
Key Responsibilities
- Customer Relationship Management
- Act as the primary operational point of contact for all existing customer accounts.
- Build and maintain strong relationships with key customer stakeholders.
- Develop a thorough understanding of customer objectives, challenges and priorities.
- Ensure customer enquiries and issues are managed effectively and resolved in a timely manner.
- Promote a positive customer experience and identify opportunities to enhance customer satisfaction.
- Account Performance & Reporting
- Lead the delivery of customer reporting and performance reviews.
- Utilise Preventx's reporting portal and AI-enabled tools to generate executive summaries and performance insights.
- Monitor service performance against contractual KPIs and service specifications.
- Identify trends, risks and opportunities within customer data and communicate these effectively to stakeholders.
- Support customers in maximising the value of available reporting and service intelligence.
- Contract Management & Retention
- Lead contract renewal planning activities across the customer portfolio.
- Coordinate annual contract reviews and commercial discussions.
- Manage contractual price uplift processes and documentation.
- Support contract variations, extensions and service amendments.
- Work collaboratively with internal teams to ensure contractual obligations are met.
- Customer Review Meetings
- Plan, coordinate and lead monthly review meetings and quarterly business reviews.
- Produce agendas, presentations and action plans.
- Ensure agreed actions are tracked and completed.
- Escalate strategic opportunities and risks to the relevant Strategic Partnership Manager.
- Stakeholder Management
- Build trusted relationships with commissioners, public health teams, NHS stakeholders and operational leads.
- Represent Preventx professionally at customer meetings and events.
- Act as an advocate for customer requirements internally, ensuring feedback informs service development and continuous improvement.
- Operational Coordination
- Work closely with Clinical, Operations, Product and Customer Support teams to ensure service excellence.
- Coordinate responses to customer concerns, incidents or service issues.
- Ensure customers receive regular communication regarding service developments and operational updates.
- Collaboration with Strategic Partnership Managers
- Support Strategic Partnership Managers in identifying opportunities for growth within existing accounts.
- Provide account intelligence and customer insight to inform commercial strategies.
- Facilitate warm introductions and stakeholder engagement for upsell and business development opportunities.
- Maintain clear role boundaries whereby SPMs retain responsibility for strategic growth and new business acquisition.
- Continuous Improvement
- Contribute to the development of standardised account management processes.
- Support implementation of new customer engagement tools and technologies.
- Identify efficiencies and best practices that enhance customer experience and internal productivity.
Candidate Requirements
- Account Management Experience (Essential)
- Demonstrable experience managing complex customer accounts within healthcare, diagnostics, public sector or related environments.
- Proven ability to build long-term customer relationships and drive customer retention.
- NHS Experience (Highly Desirable)
- Experience working with NHS organisations, commissioners, local authorities, public health teams or Integrated Care Boards.
- Understanding of NHS structures, commissioning processes and stakeholder environments.
- Customer Relationship Skills
- Excellent communication and interpersonal skills.
- Ability to engage confidently with stakeholders at all levels.
- Strong influencing and relationship-building capabilities.
- Commercial Awareness
- Understanding of contract management principles, renewals and pricing discussions.
- Ability to identify customer risks, opportunities and service improvements.
- Commercially aware while maintaining a customer-centric approach.
- Organisational & Analytical Skills
- Strong planning and organisational capabilities.
- Ability to manage multiple priorities and deadlines.
- Comfortable working with performance data, reports and customer insights.
- High attention to detail and commitment to quality.
- Technology & Reporting
- Experience using CRM systems and reporting platforms.
- Comfortable utilising data analytics and AI-enabled reporting tools.
- Strong Microsoft Office skills including Excel and PowerPoint.
- Personal Qualities
- Customer-focused and solutions-oriented.
- Highly organised and proactive.
- Collaborative and team-oriented.
- Professional, resilient and adaptable.
- Strong emotional intelligence and stakeholder awareness.
- Committed to Preventx's values and mission of improving access to healthcare.
Location
Flexible location within England. Willingness to travel nationally to attend customer meetings, review meetings and company events as required.
SUCCESS MEASURES
The National Account Manager will be measured against:
- Customer retention rates.
- Contract renewal success.
- Customer satisfaction and feedback.
- Timely completion of customer review meetings.
- Delivery of reporting and executive summaries.
- Effective management of price uplifts and contract changes.
- Resolution of customer issues and escalations.
- Support provided to SPMs in identifying growth opportunities.
CONCLUSION
This role presents an exciting opportunity to become a central part of Preventx's commercial strategy and customer success model. As the business continues to grow, the National Account Manager will play a critical role in strengthening customer relationships, supporting contract retention and ensuring a consistent, high-quality customer experience across the organisation's national portfolio.
The role offers the opportunity to work closely with NHS and public health stakeholders, influence service delivery and contribute directly to Preventx's continued growth and success within digital diagnostics and healthcare innovation.
Equity, Diversity & Inclusion at Preventx
At Preventx, we believe diversity drives innovation and inclusion strengthens our impact. We’re committed to creating a workplace that values individual differences and fosters a culture of respect, belonging, and growth.
We welcome applications from people of all backgrounds, identities, and experiences—including those from underrepresented communities. If you need any support with your application or adjustments during the recruitment process, we’re here to help.
National Account Manager (Internal Only) employer: preventx
Preventx is an exceptional employer that prioritises equity, diversity, and inclusion, fostering a culture where every individual is valued and respected. Located in a dynamic healthcare environment, this role offers the opportunity to make a meaningful impact on sexual health services while collaborating closely with a dedicated clinical team. With a strong focus on employee growth and development, Preventx provides a supportive atmosphere for operational improvement specialists to thrive and contribute to transformative healthcare solutions.
StudySmarter Expert Advice🤫
We think this is how you could land National Account Manager (Internal Only)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at preventx. 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 preventx 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 National Account Manager (Internal Only)
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 preventx:Your cover letter is your chance to shine! Tell us why you want to work at preventx 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 preventx!
How to prepare for a job interview at preventx
✨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.
