Customer Account Manager - Southern Region

at  Roche

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position

THE ROLE

As a Roche Customer Account Manager you are responsible for the overarching customer relationship within our Managed Laboratory Service contracts. Your key objective in this role will be to bring the voice of the customer to the organisation and bring the voice of the organisation to your customer group. You will champion customer experience and support in the retention of some of our key customers.

Your core responsibilities

• Forming a strategic long term vision and plan for customer growth and retention within your specific customer network/s
• Perform contractual management tasks both with the prime contract and also subcontractors, supported by our Commercial Contracts experts
• Champion customer experience and increase level of satisfaction
• Be responsible for managing escalations
• Collaborate with sales and technical colleagues within a multidisciplinary team (squad) to drive shared goals
• Customer face to face and virtual interactions across the customer landscape, including c-suite, scientific leads and procurement teams
• Inputting to and updating CRM with all relevant information
• Supporting the drive of digital adoption across your customer network/s

Relationships

• Be an active member of the squad
• Matrix manage where appropriate
• Form strong collaborative relationships within the business across multiple functions
• Support other Customer Account Managers as needed