Customer Account Manager - London

Roche; Camden Town; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading diagnostics company is seeking an experienced Customer Account Manager to join their UK team in Camden Town. This role involves managing strategic partnerships with NHS and healthcare organizations, driving tailored account strategies, and ensuring client satisfaction. The ideal candidate will have extensive experience in healthcare account management and a strong understanding of the UK healthcare system, with excellent communication and organizational skills.

Qualifications

• Proven experience in Account Management, preferably in diagnostics or life sciences.
• Strong understanding of UK healthcare dynamics.
• Ability to manage multiple complex contracts and projects.

Responsibilities

• Lead strategic partnerships with NHS and healthcare customers.
• Manage contracts and commercial relationships.
• Develop tailored account strategies aligned with Roche's offerings.

Skills

Account Management experience in healthcare

Knowledge of UK healthcare system

Strategic thinking

Excellent organisational skills

Communication skills

Data analysis

Negotiation skills

Customer-focused mindset

Tools

Excel

Job description

We're currently seeking an experienced Customer Account Manager to join our UK team, to cover the London and South region. This strategic, customer‑facing role is ideal for someone who excels at building relationships, managing complexity, and delivering value in a healthcare setting.

Responsibilities

• Lead and grow long‑term strategic partnerships with NHS and healthcare customers within your network
• Manage contracts and commercial relationships to ensure shared success and sustained value
• Develop and execute tailored account strategies that align with Roche's diagnostic offerings and customer priorities
• Champion the voice of the customer, ensuring their needs and insights inform internal strategy and shape our solutions
• Collaborate seamlessly across Sales, Technical, Marketing, Access & Innovation, and Support teams
• Leverage data to identify insights, drive action, and communicate measurable impact

Qualifications

• Proven and strong experience in Account Management, ideally in healthcare and diagnostics/IVD supplier or a related life sciences field
• Deep knowledge of the UK healthcare system and diagnostics environment
• Strong strategic focus – demonstrated strategic thinking and planning across complex customer accounts, balancing commercial goals and patient outcomes
• Excellent organisational skills and the ability to manage multiple complex contracts & projects, often with challenging deadlines and dependencies
• Attention to detail must be exemplary – precision matters in everything you do
• Clear, confident, and professional communication skills, both written and verbal
• Commercially astute with the ability to manage negotiations and contracts
• Proficient in data analysis and Excel, with a focus on actionable insights
• Collaborative mindset, working well across multifunctional teams and in a matrix environment
• Customer‑first mindset – empathetic, professional, and solutions‑focused
• Organised, resilient, and self‑driven – proactive in problem‑solving, able to prioritise under pressure, and committed to continuous improvement
• Experience working with or alongside NHS stakeholders, managing accounts within diagnostics, medical devices, or a regulated healthcare environment

About Roche

At Roche Diagnostics, we're transforming patient care through innovative diagnostic solutions that empower clinicians and enhance outcomes. A healthier future drives us to innovate. Together, more than100,000 employees across the globe are dedicated to advancing science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life‑changing healthcare solutions that make a global impact.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants' requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.