Group Customer Account Manager
About the Role
The Group Customer Account Manager is responsible for the end-to-end management, growth, and retention of customer accounts across Medinet Group, operating across both insourcing (Medinet) and outsourcing / community services (HealthHarmonie) delivery models with responsibility for the South region.
This role is the primary senior point of contact for assigned customers, with ownership of relationship quality, contract performance, service development, and commercial opportunity. The postholder ensures customers receive high-quality, customer-ready services while identifying opportunities to expand partnerships, improve delivery, and strengthen Medinet Group's position as a long-term healthcare partner.
Key Responsibilities
Core Group Accountabilities (All Services)
Own and lead a portfolio of customer accounts across the full lifecycle: mobilisation, steady-state delivery, growth, renewal, and extensionAct as the senior customer interface, representing Medinet Group with credibility, professionalism, and authorityBuild and maintain trusted, long-term relationships with NHS and primary care stakeholdersEnsure services are delivered in line with agreed quality, performance, safety, and financial metricsIdentify risks, issues, and dependencies early, escalating and resolving proactivelyCoordinate internal stakeholders across operations, clinical, workforce, finance, and compliance teams to ensure seamless deliveryPrepare and lead customer meetings, service reviews, and contract performance discussionsUse accurate data to track activity, utilisation, spend, quality, and outcomes across customer accountsDrive continuous improvement in account management processes, tools, and reporting
Main Duties
Your role is focused on delivering excellence in customer management, service delivery, and business growth across Medinet Group. To achieve this, you will take responsibility across both insourcing and outsourcing service models.
Medinet Focus - Insourcing & Modular Services
Lead customer relationship management for secondary care and NHS Trust accountsManage contracts typically ranging from 3 months to 3+ years, including high-value services (£1m-£5m+)Support and lead new service mobilisations, transitions, and change programmesMonitor and manage service delivery against agreed SLAs, KPIs, and workforce requirementsSupport contract renewals, extensions, and upsell opportunities within existing Trust relationshipsPrepare and present high-quality contract reviews, using robust operational and financial dataWork closely with operational and clinical teams to ensure services are customer-ready, compliant, and sustainable
HealthHarmonie Focus - Outsourcing & Community Services
Manage and develop relationships with GP practices, PCNs, and community-based partnersIdentify and assess suitable host sites for new and existing community contractsProactively identify new business opportunities within an assigned geographic or customer portfolioSupport the acquisition and onboarding of new GP customers where requiredEnsure clear and effective communication between practices and internal delivery teamsMaintain high levels of customer satisfaction, retention, and advocacy across the community portfolio
Commercial & Growth Responsibilities
Identify opportunities to grow existing accounts through additional services, pathways, or geographiesSupport business development activity across the group, including renewals, extensions, and new service proposalsMaintain a strong understanding of market dynamics, competitors, and customer prioritiesThink strategically and pragmatically when managing complexity or resistance from internal and external stakeholders
Person SpecificationEssential
Proven experience in customer or account management within healthcareStrong stakeholder management skills, with the ability to influence at multiple levelsExperience working within complex service delivery environmentsConfidence in leading customer meetings, service reviews, and performance discussionsStrong organisational, analytical, and problem-solving skills
DesirableExperience across both secondary care and primary/community careExposure to insourcing, outsourcing, or modular clinical servicesCommercial awareness, including contract value, utilisation, and margin considerations
Equality, Diversity & Inclusion
At Medinet Group, all staff members are expected to treat colleagues and clients with respect and to contribute to a work environment that is safe, inclusive, and free from harassment or discrimination. This includes, but is not limited to, discrimination related to age, disability, gender, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, and sexual orientation.All staff have a responsibility to report any incidents that contravene this commitment to their line manager.
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