National Account Manager (Internal Only)

OVERVIEW: NATIONAL ACCOUNT MANAGER

Location: Remote, with occasional travel nationally and to Sheffield/London as required

Reporting to: Head of Commercial Strategy

Company:
Preventx is one of the UK's market leaders in remote sexual health diagnostics, working with more than 75 NHS trusts and local authorities and operating the largest publicly funded remote sexual health testing programme in the world.

Backed by Synova Capital and guided by a refreshed senior leadership team, the business is entering a significant phase of growth and diversification across digital diagnostics. As the organisation continues to scale, maintaining strong customer relationships and delivering exceptional account management is critical to long-term success.

Role:
The National Account Manager (NAM) will take ownership of the operational management and retention of Preventx's existing customer portfolio across England. The role will act as the primary day-to-day relationship manager for existing contracts, ensuring customers receive a consistent, proactive and high-quality service.

The NAM will lead contract reviews, customer reporting, renewals, price uplifts, service improvement discussions and stakeholder engagement across existing accounts. Working closely with the Strategic Partnership Managers (SPMs), who retain overall strategic account ownership and growth responsibilities, the NAM will ensure customers maximise value from their partnership with Preventx while supporting long-term retention and satisfaction.

This is a highly visible role requiring excellent relationship management skills, strong commercial awareness, attention to detail and the ability to coordinate multiple stakeholders across a national customer base.

Key Responsibilities

Customer Relationship Management

• Act as the primary operational point of contact for all existing customer accounts.
• Build and maintain strong relationships with key customer stakeholders.
• Develop a thorough understanding of customer objectives, challenges and priorities.
• Ensure customer enquiries and issues are managed effectively and resolved in a timely manner.
• Promote a positive customer experience and identify opportunities to enhance customer satisfaction.

Account Performance & Reporting

• Lead the delivery of customer reporting and performance reviews.
• Utilise Preventx's reporting portal and AI-enabled tools to generate executive summaries and performance insights.
• Monitor service performance against contractual KPIs and service specifications.
• Identify trends, risks and opportunities within customer data and communicate these effectively to stakeholders.
• Support customers in maximising the value of available reporting and service intelligence.

Contract Management & Retention

• Lead contract renewal planning activities across the customer portfolio.
• Coordinate annual contract reviews and commercial discussions.
• Manage contractual price uplift processes and documentation.
• Support contract variations, extensions and service amendments.
• Work collaboratively with internal teams to ensure contractual obligations are met.

Customer Review Meetings

• Plan, coordinate and lead monthly review meetings and quarterly business reviews.
• Produce agendas, presentations and action plans.
• Ensure agreed actions are tracked and completed.
• Escalate strategic opportunities and risks to the relevant Strategic Partnership Manager.

Stakeholder Management

• Build trusted relationships with commissioners, public health teams, NHS stakeholders and operational leads.
• Represent Preventx professionally at customer meetings and events.
• Act as an advocate for customer requirements internally, ensuring feedback informs service development and continuous improvement.

Operational Coordination

• Work closely with Clinical, Operations, Product and Customer Support teams to ensure service excellence.
• Coordinate responses to customer concerns, incidents or service issues.
• Ensure customers receive regular communication regarding service developments and operational updates.

Collaboration with Strategic Partnership Managers

• Support Strategic Partnership Managers in identifying opportunities for growth within existing accounts.
• Provide account intelligence and customer insight to inform commercial strategies.
• Facilitate warm introductions and stakeholder engagement for upsell and business development opportunities.
• Maintain clear role boundaries whereby SPMs retain responsibility for strategic growth and new business acquisition.

Continuous Improvement

• Contribute to the development of standardised account management processes.
• Support implementation of new customer engagement tools and technologies.
• Identify efficiencies and best practices that enhance customer experience and internal productivity.

Candidate Requirements

Account Management Experience (Essential)

• Demonstrable experience managing complex customer accounts within healthcare, diagnostics, public sector or related environments.
• Proven ability to build long-term customer relationships and drive customer retention.

NHS Experience (Highly Desirable)

• Experience working with NHS organisations, commissioners, local authorities, public health teams or Integrated Care Boards.
• Understanding of NHS structures, commissioning processes and stakeholder environments.

Customer Relationship Skills

• Excellent communication and interpersonal skills.
• Ability to engage confidently with stakeholders at all levels.
• Strong influencing and relationship-building capabilities.

Commercial Awareness

• Understanding of contract management principles, renewals and pricing discussions.
• Ability to identify customer risks, opportunities and service improvements.
• Commercially aware while maintaining a customer-centric approach.

Organisational & Analytical Skills

• Strong planning and organisational capabilities.
• Ability to manage multiple priorities and deadlines.
• Comfortable working with performance data, reports and customer insights.
• High attention to detail and commitment to quality.

Technology & Reporting

• Experience using CRM systems and reporting platforms.
• Comfortable utilising data analytics and AI-enabled reporting tools.
• Strong Microsoft Office skills including Excel and PowerPoint.

Personal Qualities

• Customer-focused and solutions-oriented.
• Highly organised and proactive.
• Collaborative and team-oriented.
• Professional, resilient and adaptable.
• Strong emotional intelligence and stakeholder awareness.
• Committed to Preventx's values and mission of improving access to healthcare.

Location

• Flexible location within England.
• Willingness to travel nationally to attend customer meetings, review meetings and company events as required.

SUCCESS MEASURES

The National Account Manager will be measured against:

• Customer retention rates.
• Contract renewal success.
• Customer satisfaction and feedback.
• Timely completion of customer review meetings.
• Delivery of reporting and executive summaries.
• Effective management of price uplifts and contract changes.
• Resolution of customer issues and escalations.
• Support provided to SPMs in identifying growth opportunities.

CONCLUSION

This role presents an exciting opportunity to become a central part of Preventx's commercial strategy and customer success model. As the business continues to grow, the National Account Manager will play a critical role in strengthening customer relationships, supporting contract retention and ensuring a consistent, high-quality customer experience across the organisation's national portfolio.

The role offers the opportunity to work closely with NHS and public health stakeholders, influence service delivery and contribute directly to Preventx's continued growth and success within digital diagnostics and healthcare innovation.

Equity, Diversity & Inclusion at Preventx

At Preventx, we believe diversity drives innovation and inclusion strengthens our impact. We’re committed to creating a workplace that values individual differences and fosters a culture of respect, belonging, and growth.

We welcome applications from people of all backgrounds, identities, and experiences—including those from underrepresented communities. If you need any support with your application or adjustments during the recruitment process, we’re here to help.