Client Success Manager

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Client Success Manager

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year

• An excellent retirement savings plan with high employer contribution

• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The position of Client Success Manager is within our Toxicology business unit. This role will be responsible for building and sustaining relationships, and supporting growth, of the assigned clinic group. The Client Success Manager will serve as the liaison between Abbott eScreen and clinic leadership, using a consultative approach to manage and upsell the account to exceed client needs. This requires daily interface with all internal eScreen groups and client contacts at all management levels including executive support.

What You’ll Work On

• Perform customer trouble shooting, follow-up calls, visits, and support to accounts to ensure retention, increase growth, volume, and utilization of eScreen products.

• Execute goals and objective strategies as established by the Client Success leaders.

• Create, coordinate and perform training session(s), for accounts to meet their needs.

• Support sales team in sales and marketing efforts to generate new business and grow existing accounts.

• Ensure client account(s) are current with payments and bring invoice disputes to resolution through internal accounting and finance teams.

• Review and provide data reporting and analysis to the accounts for their use and to identify changes in business trends that may indicate service opportunities.

• Articulate account details regarding account productivity, which are growing and which are declining and why.

• Use customer relationships to promote additional products and services in order to influence account retention and volume growth over prior year.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience required

• 3-5 years of professional experience required

• Experience with managing customer relations via phone, email and in person daily

• Proficient use of: Microsoft Office, including Excel (creating/maintaining spreadsheets), digital conference applications (EX: WebEx, MS Teams, etc.), CRMs, and similar platforms to track projects and document details

 Preferred Qualifications

• Experience in drug testing or Occupational Health-related account management a plus

• Knowledge of Abbott eScreen products and software applications a plus

• Must have proven skills and experience in extensive interactive client relationships

• Needs to understand data and be able to analyze and articulate data findings to internal and external leadership

• Must be an extremely organized person who can manage several open issues and continue to work them until closed with resolution, while working on all special projects

• Must be a disciplined note-taker with strong attention to