Assistant Customer Account Manager

As an Assistant Customer Account Manager (ACAM) you will be responsible for handling Customer Accounts across an assigned geography, working with a diverse group of customers, identifying key commercial opportunities and coordinating central and bespoke solutions across the accounts. Working with the Customer Account Director (CAD), you will lead on the SLA process with customers and cultivate relationships with key internal and external stakeholders that will realise business outcomes in the short, medium and long term.
Working closely with operational service delivery staff, Service Line Directors and the Director – Bids & Business Development the role will help to ensure Arden & GEM CSU delivers its commissioned service for a defined set of key accounts through enhanced key account management working.
Produce effective account plans that will deliver against both customer and AGEM CSU objectives.
Develop a deep understanding of the customers’ business, priorities, stakeholders, issues & risks to effectively manage customer expectation.
Uncover, evaluate & deliver business opportunities within each account.
Ensure the regular flow of information through the customer survey, KPI’s & meetings.
Deliver a comprehensive contract management function.
Develop and manage effective and sustainable relationships with key customer representatives, establishing regular formal & informal communications links and forums.
Support operational service line teams to develop, construct & present customer communications, propositions and service delivery updates.
Provide support and, where appropriate, deputise for the Director and/or the CAD in customer forums, internal meetings and delivery of key service objectives.
Provide clear, concise & comprehensive reporting to support service delivery & contractual requirements liaising as required.
Work with the Customer Account teams and the customer to ensure all needs are met.
Work with CAD’s, Director, the wider Commercial Team & service lines to evolve the CSU services relevant to ICS/ICBs and other customer segments.
Support with any transfer of services in or out of the CSU, in line with national CSU strategy.
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for ‘We invest in people’ and ‘We invest in wellbeing’ and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
A competitive salary with annual pay reviews
A generous annual leave entitlement starting at 27 days
Membership of the NHS Pension Scheme
Flexible working and family friendly policies, including enhanced parental leave and pay
A wide range of in-house and external learning and development opportunities
Access to salary sacrifice and discount schemes
Access to employee assistance and occupational health services.
Please download the attached job description and person specification for the full outline of the tasks, responsibilities and outcomes required of the role.