Senior Account Manager
2 weeks ago
BackgroundnAt Telstra Health UK, we work to improve lives through digitally enabled care for our community.nOur purpose drives us as we strive to realise a connected and improved digital health experience for all.
By providing software products, solutions and platforms, we work with care providers in primary, secondary and system level healthcare settings to connect health information, care providers and their populations.
Our clinical and administrative systems, health data analytics, population health solutions, and information exchange platforms help providers to improve the quality, safety and efficiency of the healthcare they deliver.
Telstra Health UK is ISO27001 and CE+ certified and has a strong commitment to maintaining high quality information and cyber security governance standards.
Purpose of the rolenThis is an exciting new role within our Helix team, as a Senior Account Manager.
As the SAM, you will lead the communication efforts for our primary care products and services, ensuring the highest levels of transparency and collaboration.
You will be the primary point of contact for relationship management, providing essential information, conducting product demonstrations, and understanding and escalating risks and impacts to ensure a positive customer experience.
The role will initially be focused on Helix Products, which are market leading solutions which support Primary Care through technology.
The primary objective of this role is to create customer satisfaction that fosters brand loyalty and establishes true partnerships moving forward.
You will work closely with Product Management, providing feedback and support for specific Helix products to both internal and external stakeholders.
Key ResponsibilitiesnThe role requires the post holder to:nCustomer Engagement:Ensure customers feel listened to and fully supported throughout their decision-making journey, from initial contact through to purchase and beyond
nOperational Excellence:
Align daily operations with the company vision, deliver outstanding customer service, and address any issues that arise from customer interactions or product experiences
nRelationship Building:
Develop relationships with customers at all levels, including senior stakeholders at NHS England and across primary care. Your efforts will help maintain and build rapport with both existing and potential customers.
nBusiness Intelligence:
Provide customer and market feedback to inform strategic decisions. Collaborate with marketing to enhance the Helix profile through engagement activities, workshops, and thought leadership.
nStakeholder Communication:
Lead communications regarding the maintenance and development of core products, working closely with key stakeholders in NHS England, the primary care sector, and technical teams to ensure products remain fit for purpose
nSolution Presentation:
Understand and present complex solutions to a diverse range of customer stakeholders, from clinicians and practice managers to senior board members and NHS England representatives
nValue-Driven Support:
Interpret customer challenges and devise, implement, and measure value-driven support to address these needs
nLong-Term Relationship Development:
Foster long-term relationships with customers to support them in using information to drive change and improvement programs within their organisations
nDeveloping an annual Account Plan:
With and for each customer, subsequently following up with Quarterly Activity Statements, recording progress against plan objectives and ultimately an Annual Report summarising account activity and the value of this and Undertaking the work required to deliver successfully against this PlannProduct Knowledge Expert:
Supporting customers in their use of the Helix system, delivering training for different user groups when requirednHealthcare Landscape Expert:
Acting as an expert in the primary healthcare market in relation to GP systemsnManaging Internal and External Stakeholders
Key Internal and
External Stakeholder Relationships:
nExternalnSAM will be responsible for building and maintaining key relationships with different parts of the
NHS:
nNHS England stakeholders including account managers, program teams and executives.nOther NHS organisations including GP practices, Integrated Care boards and other parties in the primary healthcare sector.
Knowledge and Skills RequirednEssentialnMinimum of 5 years' Account Management experiencenMinimum 3 years experience of working with or in the NHSnExperience of working with customers external to your organisation, whether in a sales or support rolenExcellent communication skills – 1;1, group presentations and writtennDegree or allied health professional qualificationnDemonstrable experience in leading significant and varied projects and ongoing client engagement / developmentnAbility to work with many stakeholdersnExcellent and proven client management skillsnClient-facing experiencenExpertise in developing long-term relationships with clients, connecting with key business executives and stakeholders at all levels including C-suitenWorking expertise of adoption and leveraging CRM systems in account managementnDemonstrable evidence of achieving revenue and growth objectives consistently over a number of yearsnUnderstanding of the NHS and the NHS digital roadmapnExperience of managing an operational support desknCommercially astute and good negotiation skillsnExperience of managing partner relationships for mutual benefit
DesirablenExperience in primary healthcarenBusiness planning and business development skillsnTraining experiencenBright, highly self-motivated and drivennAbility to solve problems quickly and completelynAbility to multi-task and stay organised in a dynamic work environmentnInquisitive, with excellent attention to detailnInnovative and creative, with a concise, precise and effective approach to problem solving and the ability to develop, deliver and evaluate brilliant ideas founded on strategic thinkingnCredible, confident and articulate, with excellent communication and presentation skills and the gravitas to deliver ideas clearly and concisely to internal and external stakeholders at all levels of senioritynReliable, flexible and cooperativenDiplomatic and tactfulnPersonable and approachable, with an enthusiastic and motivational nature and an overall passion for excellencenA team player – able to work cross-organisationally to overcome obstacles and get things done
Candidate AttributesnInstinctively embraces our company values:nWe are changemakers: We think big, set ambitious goals and deliver them – for our customers, shareholders and communities.
nWe are better together:
We're one team and embrace the value each of us bring. Our (super) power lies in working together to deliver for our customers. We're each accountable for our actions and do what we say we're going to do.
nWe care:
We show care in all that we do.
We do the right thing for our customers, our communities, the planet, ourselves and each other – even when no one's watching.
nWe make it simple:
What we do is complex, but we always make things simple for our customers and each other. Simple doesn't necessarily mean quick. We keep the simple, simple.
BenefitsnCompany bonusn25 days annual leave (30 days annual leave with long service)nPurchase leave optionsnBirthdays offn1 paid volunteer daynPrivate Medical InsurancenHybrid workingnTraining & Development budgetnQuarterly away daysnQuarterly employee nominationsnWell-being initiatives every WednesdaynFree eye test every year and contributions to VDU glassesnFree 24/7 professional and confidential support for you and your family via Telus HealthnA diverse and supportive environment where you can bring your whole self to work
Other Relevant InformationnMust be able to travel nationally as required by the business.
All staff must be aware of and comply with the requirements of the information security, assurance and governance policies, procedures and standards.
Telstra Health UK is an equal opportunity employer.
We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.
Sound like a challenge for you? Apply now-
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