Client Success Service 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 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Client Success Service 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 Client Success Service Manager is responsible for managing teams and daily processes to achieve customer satisfaction, optimal productivity, and company goals. This role supports a team of Coordinators by serving as the escalation point, managing staffing needs, and overseeing workflow. The manager is also responsible for coaching and developing their team into key contributors for National Accounts and leading special projects based on client needs. As leaders, Client Success Service Managers consistently present themselves in a positive, professional manner and pursue opportunities for self-improvement.

What You’ll Work On

• Travel as needed to support clients/partners with business objectives, develop strong business relationships and ensure client satisfaction.
• Oversee daily activities of Account Management and Support teams.
• Foster a positive work environment.
• Collaborate on projects impacting client service.
• Train and develop team members.
• Identify and recommend process improvements.
• Handle escalated client issues.
• Approve weekly time entries and vacation requests based on workloads.
• Conduct 1:1 meetings and team communications.
• Ensure service levels and departmental goals are met.
• Deliver performance reviews and disciplinary actions.
• Promote products and services to clients.
• Interview and hire candidates.
• Monitor team quality and compliance.
• Assist clients with troubleshooting and follow-ups.
• Support client relationships for retention and growth.
• Coordinate and conduct client training sessions.
• Introduce sales and marketing efforts for new business.
• Provide data reporting and analysis.
• Promote additional products and services to clients. ​

Required Qualifications

• 4 year degree or equivalent experience will be considered
• Strong analytical skills
• Experience with corporate culture and managing customer relations
• Travel – (10%)

Preferred Qualifications

• Bachelor’s preferred
• Team management experience strongly preferred

KNOWLEDGE:

• Proficiency in Excel, Word, PowerPoint, and Outlook (essential)
• Strong verbal and written communication skills
• Exceptional time management skills and ability to self-motivate

SPAN OF CONTROL/COMPLEXITY

• Directly manages team of NA Coordinators and Specialists

LEADERSHIP/TALENT MANAGEMENT