Senior Account Manager

Background
At Telstra Health UK, we work to improve lives through digitally enabled care for our community.
Our 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.
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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. We enable clinicians and care providers in all settings to deliver care in new ways and enable ideal health.
Telstra Health UK is ISO27001 and CE+ certified and has a strong commitment to maintaining high quality information and cyber security governance standards. Telstra Health UK is a wholly owned subsidiary of Telstra Health.
Purpose of the role
This 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 Responsibilities
The role requires the post holder to:
Customer Engagement:
Ensure customers feel listened to and fully supported throughout their decision-making journey, from initial contact through to purchase and beyond.
Operational Excellence:
Align daily operations with the company vision, deliver outstanding customer service, and address any issues that arise from customer interactions or product experiences.
Relationship 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.
Business 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.
Stakeholder 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.
Solution 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.
Value-Driven Support:
Interpret customer challenges and devise, implement, and measure value-driven support to address these needs.
Long-Term Relationship Development:
Foster long-term relationships with customers to support them in using information to drive change and improvement programs within their organisations.
Developing 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 Plan
Product Knowledge Expert:
Supporting customers in their use of the Helix system, delivering training for different user groups when required
Healthcare Landscape Expert:
Acting as an expert in the primary healthcare market in relation to GP systems
Managing Internal and External Stakeholders
Key Internal and External Stakeholder Relationships:
External
SAM will be responsible for building and maintaining key relationships with different parts of the NHS:
NHS England stakeholders including account managers, program teams and executives.
Other NHS organisations including GP practices, Integrated Care boards and other parties in the primary healthcare sector.
Internal
Sales team
Head of Sales
Program Director
Product Manager
Project Manager
Marketing team
Director of Product and Technology
Technical Development Team
Product Development
Knowledge and Skills Required
Essential
Minimum of 5 years’ Account Management experience
Minimum 3 years experience of working with or in the NHS
Experience of working with customers external to your organisation, whether in a sales or support role
Excellent communication skills – 1;1, group presentations and written
Degree or allied health professional qualification
Demonstrable experience in leading significant and varied projects and ongoing client engagement / development
Ability to work with many stakeholders
Excellent and proven client management skills
Client-facing experience
Expertise in developing long-term relationships with clients, connecting with key business executives and stakeholders at all levels including C-suite
Working expertise of adoption and leveraging CRM systems in account management
Demonstrable evidence of achieving revenue and growth objectives consistently over a number of years
Understanding of the NHS and the NHS digital roadmap
Experience of managing an operational support desk
Commercially astute and good negotiation skills
Experience of managing partner relationships for mutual benefit
Desirable
Experience in primary healthcare
Business planning and business development skills
Training experience
Bright, highly self-motivated and driven
Ability to solve problems quickly and completely
Ability to multi-task and stay organised in a dynamic work environment
Inquisitive, with excellent attention to detail
Innovative 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 thinking
Credible, 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 seniority
Reliable, flexible and cooperative
Diplomatic and tactful
Personable and approachable, with an enthusiastic and motivational nature and an overall passion for excellence
A team player – able to work cross-organisationally to overcome obstacles and get things done
Candidate Attributes
Instinctively embraces our company values:
We are changemakers: We think big, set ambitious goals and deliver them – for our customers, shareholders and communities. By speaking up, being curious to learn and valuing different perspectives we challenge the status quo and make change.
We 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.
We 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.
We 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.
Benefits
Company bonus
25 days annual leave (30 days annual leave with long service)
Purchase leave options
Birthdays off
1 paid volunteer day
Private Medical Insurance
Hybrid working
Training & Development budget
Quarterly away days
Quarterly employee nominations
Well-being initiatives every Wednesday
Free eye test every year and contributions to VDU glasses
Free 24/7 professional and confidential support for you and your family via Telus Health
A diverse and supportive environment where you can bring your whole self to work
Other Relevant Information
Must 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. Successful candidates will be subject to pre-employment checks. A third-party agency will process references, DBS and other checks as required, including credit checks for financial roles. Please refer to our Recruitment Privacy Notice for further information.
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!