Principal Account Manager

Employment Type: Permanent Full-Time
Position Classification: Health Manager Level 5
Remuneration: $161,042 – $180,143 per annum plus 11% superannuation
Hours Per Week: 40
Location: Flexible work options include a mix of work from home and from our office based in St Leonards
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.
Come work with us
We have an exciting opportunity in the Customer Engagement team for a Principal Account Manager.
Reporting into Client Services Manager you will be responsible for management and support of a dedicated team of Account Managers to enable delivery of customer-focused ICT services in a consistently responsive and efficient manner; development and support for direct reports; support the Client Services Manager in the development of a Customer Engagement Framework; and perform the role of a Customer Account Manager for assigned eHealth NSW customers.
What you will do
As an integral member of the Customer Engagement team, you will:
· Build and develop a high-performance team, aligned to eHealth NSW core values, through effective leadership, support and feedback.
· Collaborate with staff to ensure the development and regular review of meaningful individual performance management and development plans that are clearly aligned to strategic objectives and focused to develop the individual.
· Provide support to the Client Services Manager in the development and implementation of Customer Engagement Framework.
· Have day to day accountability for the operationalisation of a CRM technology solution and driving eHealth NSW capability to ensure consistency of usage, high data quality and to drive benefits realisation.
· For assigned accounts,
o Lead the management of an assigned eHealth NSW customers; enhancing the end-to-end customer service experience, elevating strategic partnerships and ensuring agreed deliverables are achieved and customer satisfaction targets are achieved.
o Lead the development, documentation and execution of formalised joint strategic account relationship plans and review the engagement framework within the assigned customer cohort, developing an in-depth understanding of the customer Health Entities’ strategic, operational & tactical business requirements and working with customers to enable ICT solutions support for their priorities.
o Identify, develop and lead the implementation of new and innovative ICT opportunities and recommending services and solutions that are aligned to the delivery of the eHealth Strategy for NSW Health to ensure a continuous improvement culture within the team and the nominated cohort and measured against agreed OKRs.
o Act as a customer escalation point and collaborate with eHealth NSW cross functional leadership and subject matter experts in other operational areas, to assist in issue resolution and timely delivery of customer objectives.
o Drive the reporting and facilitation of strategic engagement meetings as part of an agreed customer communication framework (quarterly, bi-annually, yearly – as agreed) to review and assess performance and customer satisfaction against key performance indicators and operational success criteria.
o Act as the customer business subject matter expert, communicating in-depth knowledge of key trends, success stories, issues, focus areas and business opportunities to champion knowledge share and awareness across the eHealth NSW internal landscape.
More information about the Principal Account Manager role, can be found in the .
About you
The skills, knowledge and experience we are looking for in you are:
· Laser-like dedicated customer focus that to drive effective achievement of Customer, eHealth NSW and team business goals through a collaborative and team-centric approach
· Expertise and proven success in management of customer relationships, and establishment of influential, collaborative and supportive relationships with key external/internal stakeholders
· Good knowledge of ICT systems and ability to integrate ICT programs within business settings, encompassing program development, execution, assessment, financial oversight, vendor relations, and adept project management.
· Proven ability to drive a performance based, innovative, responsive, consistent and accountable customer focused service culture within your team.
· Work within an environment where technologies are subject to rapid evolution and change and identify technology solutions and platforms that improve the efficiency and effectiveness of the overall service offering for customers and drive improved value.
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
Valuing diversity and inclusion
eHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We encourage applications from diverse community groups including Aboriginal and Torres Strait Islander people and people with disability for all advertised positions and have strategies in place to support them.
For more information on the strategies in place to support diversity and inclusion such as NSW Health’s Stepping Up program for Aboriginal and Torres Strait Islander people and our Disability Employment Strategy, please visit .
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 which describes how your capabilities, knowledge and experience make you the best person for this role. To help you prepare, you will need to respond to the below:
· Please describe how you have enabled a team to deliver customer-focused ICT services in a consistently responsive and efficient manner
· Please provide an example of steps you have implemented to ensure optimal usage of a CRM system
If you require assistance or have any questions about the recruitment process, please contact Dane Brown on
Applications close: Sunday 10th March 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).