Head of Account Management

Department: Consultancy & Analytics

Location: London (Flexible)

Closing date:

30 Apr 2019

Purpose of the role

The Head of Account Management is responsible for the day-to-day management of a large portfolio of accounts for the business. The Head of Account Management is the primary point of contact for customers, ensuring the customer is fully supported and able to make the most of the tools and services purchased and up-selling where possible. Through building of deep relationships at all levels across customer organisations including senior executives the business manager will ensure customers feel that their needs are being met and look to achieve a high retention rate. The Head of Account Management will horizon scan to explore relationships and then work with senior management to develop an agreed tactical plan for engagement; As the business secures new accounts these will be passed onto the business manager.

The Head of Account Management will provide leadership and manage a multi-disciplinary team of commercial, business development and bid professionals who develop and grow revenue streams for Dr Foster through sales to non-trust NHS organisations and other organisations in the healthcare sector.

Key accountabilities

The Head of Account Management is responsible for setting the direction and strategy to the team. This includes the development of account and/or sector plans and a partnership management structure and plan. The role holder will have extensive experience of successfully managing a large number of accounts and being able to systematically improve account performance whilst always looking for future growth areas. Additionally, the role holder will have demonstrable evidence and experience of providing leadership to and managing a number of field and support desk direct reports.

This role requires flexibility and the willingness to take a “hands on” approach to both sales and partner management. Possessing strong sales and relationship management skills. Overall, the role holder maintains the company’s existing relationships with a portfolio of clients, so that they will continue using the company for business.

Customer management

The Head of Account Management takes responsibility for customer service. This involves ensuring that practice meets and exceeds customer expectations and that the annual cycle of customer contact is being delivered to a consistently high standard across the country. Satisfaction with the service is monitored on a regular basis and any areas of dissatisfaction identified and addressed, in order that customer retention and advocacy remains high. Service Level Agreements must also be reviewed and any complaints dealt with. Manage and resolve customer issues or challenges to ensure strong, lasting relationships are built.

Although day to day customer contact is not required, building and maintaining a credible understanding of customer requirements means that frequent meetings with customers of all levels and types is important.

Ensure the effective and productive management of relationships with partners to maximise revenue opportunities for Dr Foster.

Ensure the effective identification and management of opportunities to sell Dr Foster products and services within non-trust NHS organisations and other organisations in the healthcare sector. Promote the solution within the client organisation and influence thinking to move Dr Foster towards being regarded as the Trusted Business Advisor in the areas of Health Informatics

Take the lead on tender submissions, client presentations, forecast and track client account metrics and meet account deadlines. Input into the company’s operating plans to support business planning. Keep detailed records of client transactions/communications in CRM. Leverage CRM to accurately forecast regional performance and report against forecast, whilst reflecting any adjustments made to business plans, to ensure objectives are met.

People management

The Head of Account Management is responsible for the management of 9+ field-based consultants working across regions in England (in a matrix management framework); a number of individuals within this team also support the work of the Product Manager, acting as Product Specialists across the core range of management information tools.

This includes responsibility for the team’s recruitment, retention, remuneration and will work with members of their team to ensure the setting and measuring of appropriate objectives for both the performance of their role and the development of their skills.

Ensure smooth and effective teamwork between the teams to maximise sales and revenue for complex opportunities.

Budget management

The Head of Account Management is responsible for managing the departmental budget, ensuring costs are monitored and controlled and is responsible for accurate sales planning and forecasting. Working with internal stakeholders, they also take responsibility for the packaging and pricing of customer support.

Although there is no income responsibility directly attached to this role, customer service has been shown to play a significant role in customers’ likelihood to renew their contracts. Consequently, an appreciation for the commercial opportunities inherent within the Account Management function is important.

Delivery of all sales and revenue targets assigned to the team.

Liaison with other parts of the business

The delivery of high quality customer service relies on successful collaboration with many other parts of the business. These include the team of Directors, Product Management, Product Development, Marketing and the Dr Foster Unit at Imperial College.

The Head of Account Management liaises with these departments, involving them as appropriate in the work of the team and by the same token feeding back from customers and the team into the business. Influence internal decision makers by providing a clear understanding of customer needs and market/competitor knowledge to shape new propositions. Along with a variety of operational commitments involved in this, they also sit on the Product Portfolio Management Board, working with others to make key decisions around the development of the business’ current portfolio of products.

The Head of Accounts Management will need to be aware of market developments and feed these into the appropriate Dr Foster channel. They will work with Business Development to ensure the communication of customer and partner feedback and requirements.

Experience, skills and qualifications

Essential

  • Educated to degree level
  • Minimum of 5 years’ managerial experience in a commercial environment
  • Client facing experience
  • Expertise in developing long-term relationships with clients, connecting with key business executives and stakeholders at all levels including C-suite
  • Extensive leadership experience of managing nine or more direct reports
  • Extensive experience of managing over 40 plus accounts
  • 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 NHS data and the NHS digital roadmap
  • Understanding the NHS provider/purchaser differing informatics needs
  • Experience of managing an operational support desk team
  • Experience of working in, or with, the health care sector
  • Experience of stakeholder management at board level
  • Team management experience of managing multi-disciplined teams to deliver against financial targets.
  • Excellent verbal and written communication skills
  • Commercially astute and good negotiation skills.
  • Experience of managing partner relationships for mutual benefit.
  • Comfortable working with data.

Desirable

  • Sales experience
  • Project management experience
  • Formal account management training
  • Sales training
  • Informatics back ground gained from within the NHS
  • Extensive network of contacts

To apply for this role please send your CV, cover letter and salary expectation to DFRecruitment@health.telstra.com.