Customer Account Manager

Employment Type: Full-Time Exempt (up to 12 months)

Position Classification: Health Manager Level 4

Remuneration: $137,173 - $163,431pa + 11% superannuation

Hours Per Week: 38

Location: Flexible with a mix of from the St Leonards and Chatswood offices and WFH

Join the team driving the digital transformation of Australia’s largest public health system

About us

Working at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace where our people can gain a sense of belonging, value and opportunity.

To find out more, please review the POSITION DESCRIPTION

About the role

The Customer Account Manager establishes and maintains collaborative and partnership focused relationships with eHealth NSW customers The Customer Account Manager is responsible for contributing to the retention and growth of the nominated customer, or portfolio of customers, by providing key engagement and delivery interface within eHealth NSW to improve customer satisfaction, engagement and increase the value realised from Information and Communications Technology (ICT) assets, investments and capabilities.

Acting as an advocate for the customer and actively interfacing within eHealth NSW you’ll drive outcomes and ensure that customer expectations are met. The Customer Account Manager focusses on proactively looking for ways to improve engagement, customer satisfaction, and increase the value realised from Information and Communications Technology (ICT) assets, investments and capabilities.

About you

The skills, knowledge and experience we are looking for in you are:

• Demonstrated history of performance in a client facing account/relationship management role and proven ability to develop and implement strategic initiatives which deliver business value and improve customer experience and satisfaction.
• Demonstrated experienced in the areas of integration and broking of ICT services and managing the respective internal pre-sales processes to effectively translate customer business requirements into a viable solution and proposal. Knowledge and demonstrated experience in ITIL v4 disciplines is an advantage.
• Strong business acumen, capacity to operate with a high degree of initiative, flexibility and EQ, the ability to analyse complex problems, exceptional verbal, written, communication and presentation skills and ability to demonstrate a broad perspective to identify and support innovative solutions.
• Demonstrated understanding of eHealth NSW strategy and operating model

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

Benefits working with eHealth

We support our people with great benefits so they can support the patients and staff of NSW Health. These include:

• Flexible work options
• Skills and leadership development training programs
• Salary Packaging 
• Health and wellbeing programs

More information about these benefits, can be found at https://www.ehealth.nsw.gov.au/careers/benefits.

Valuing diversity and inclusion

eHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We welcome and encourage applications from diverse backgrounds including Aboriginal and Torres Strait Islander people, people with disability and LGBTIQ+ for all advertised positions and have strategies in place to support you.

For more information on the strategies in place to support diversity and inclusion, please visit our Diversity and Inclusion page.

How to apply

To start your application, click the APPLY FOR JOB button at the top.

To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responses in the online questionnaire. To help you prepare, you will need to respond to the below:

• Please describe how you might confirm a customer’s ICT service requirements
• What in your view is key to being a successful customer account manager?
• Please describe your definition of teamwork

If you require assistance or have any questions about the role, please contact Kerry-Anne Baxter on Kerryanne.Baxter@health.nsw.gov.au

If you require assistance or have any questions about the recruitment process, please contact Dane Brown on Dane.Brown@health.nsw.gov.au 

Applications close: Wednesday 8th May 2024 (11:59pm)

A talent pool may be created from this recruitment process to fill permanent or temporary vacancies within the next 18 months

All NSW Health workers are required to have completed a primary course (2 doses) of a Therapeutic Goods Administration (TGA) approved or recognised COVID-19 vaccine (except for the Janssen COVID-19 vaccine which is approved by the TGA as a single dose primary course). New applicants must have completed the vaccination course prior to commencement with NSW Health, or provide an Australian Immunisation Register (AIR) Immunisation History Statement certifying the worker cannot have any approved COVID-19 vaccines available in NSW. A NSW Health agency may require further information about the medical contraindication (including but not limited to an Immunisation Medical Exemption form-IM011 form). Acceptable proof of vaccination is the Australian Immunisation Register (AIR) Immunisation History Statement or AIR COVID-19 Digital Certificate. Booster doses are highly recommended for all health care workers who have completed the primary course of COVID-19 vaccinations.

To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).

Please note, pursuant to the Award which governs the employment conditions of this role, 'Exempt' is defined as a fixed term contract with a length greater than 13 weeks.