Job description


  • Entry level
  • No Education
  • Salary to negotiate


Are you looking for a customer account management role focussed on enhancing the
customer experience and bringing the voice of the customer to the organisation, with the UK
Diagnostics leading organisation?
Does it excite you to challenge diverse internal and external stakeholders to ‘do now what
patients need next’?
If you’ve replied to these questions in the affirmative, we welcome you to apply for this exciting
opportunity to join our Customer Account Team as a National Account Manager covering specified
national and commercial accounts.
Today, both patients and healthcare professionals benefit from the wide portfolio that Roche
Diagnostics has to offer. This includes pioneering products, services and comprehensive solutions, all
of which contribute towards enhancing patient outcomes thus increasing quality of life.
In this context, our customer account management team’s primary focus is to enable our customers to
deliver superior clinical and health-economic outcomes to patients and clinicians and to ensure our
customers receive a superior customer experience. 
The role
Reporting to the National Customer Account Manager, you will build deep meaningful long term
commercial relationships at all levels within your assigned customer base. Passionate about customer
engagement, you will make direct connections between a customer’s strategic business goals and
how our product & services suite can contribute to their execution in significant periods of change in
the healthcare industry. In practice, you will focus on providing excellent customer experience by co-
creating service delivery plans and managing timely interventions of all the cross functional teams to
provide a positive customer experience.
Over time, you will develop a deep understanding of customer engagement and all the Roche product
and service platforms, thus allowing you to consult, create and evolve best practices around our
technology and our customer needs.
As the primary point of contact in your assigned customer base, you will oversee the customer
experience through the entire life cycle in close collaboration with all stakeholders in the cross
functional team including sales, marketing, technical services, customer services, finance and others
as appropriate.
Who you are
You are an energetic Customer Account Manager who will be an advocate for our customers with
an emphasis on delivering value with every touch. You will be the primary contact point for our
customers, and will be passionate to deliver an exceptional customer experience via account
management and business consulting skills. With a good grasp of the evolution of the UK
healthcare environment (both NHS and commercial), you are a strategic thinker who holds the
customer at the heart of what you do on a daily basis. Educated to degree level or equivalent, you
will be able to demonstrate a sound track record in contract management and commercial
engagement within the healthcare industry. Passionate and resilient about delivering customer
promises, you have proven experience of sales or account management within the healthcare
sector. Great communication, account management, project management and problem-solving
skills are some of the key attributes you will need to be successful in this role.
Other key skills/knowledge required:
 Empathy for our customers, while protecting the interests of our company and its assets
 Good numeracy skills (with attention to detail) to interrogate large data set and draw
meaningful insights and recommendations (Advanced Excel skills with all round strong
Microsoft Office)
 Simultaneous management of many complex projects within cross functional teams of
experts (sales, technical support, customer services, marketing, access & innovation)
 Excellent ability to perform with a professional demeanor while utilising sound judgment
and time management skills
 Be passionate about quality customer service. You love helping people, and you
constantly strive to provide value with every interaction by delivering excellent internal
and external service
 Be organised, ahead of schedule, communicative, and accountable—in short, own your
role entirely, while being open to challenge, suggestions, and new ideas.
 Strong listener who can identify problem points and develop clear solutions and process
improvements; know how to roll up your sleeves
 Analytical and logical ability to understand business workflows and how they map

About the company

Roche is a Swiss global health-care company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange.

The company headquarters are located in Basel and the company has many pharmaceutical and diagnostic sites around the world – including: Tucson, AZ; Pleasanton, CA; Vacaville, California, Oceanside, California, Branchburg, NJ; Indianapolis, Indiana; Florence, South Carolina; and Ponce, Puerto Rico in the US; Welwyn Garden City and Burgess Hill in the UK; Clarecastle in Ireland; Mannheim and Penzberg in Germany; Mississauga and Laval in Canada; Shanghai in China; Mumbai & Hyderabad in India; São Paulo and Rio de Janeiro, Brazil; Segrate, Milan in Italy; Johannesburg in South Africa; Karachi, Islamabad and Lahore in Pakistan. There are 26 manufacturing sites worldwide.

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