Senior Client Success Manager
AbbottAbout the role
JOB DESCRIPTION:
Senior 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 Senior Client Success Manager is within our Toxicology business unit. This role will be responsible for building and sustaining relationships, and supporting growth, of eScreen key National Accounts clients with the highest revenue, that have the largest growth potential and those with historical expectations of concierge service provided to them. The Client Success Manager will serve as the liaison between Abbott eScreen and assigned top revenue clients, 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 Manager, Client Success.
Create, coordinate and perform training session(s), for accounts to meet their needs.
Create, coordinate, and lead client business reviews.
Lead, manage, support, and/or participate in company projects and initiatives and provide updates, track timelines, lead presentations, etc.
Support sales team in sales and marketing efforts to generate new business and grown existing accounts.
Ensure client account(s) are current with payments and bring invoice disputes to resolution.
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.
Monitor, report, and mitigate client risk.
Maintain 20% minimum travel schedule.
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
Knowledge of Abbott eScreen products and software applications a plus
Experience in drug testing or Occupational Health-related account management (a plus)
Must have proven skills and experience in extensive interactive client relationships
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