Customer Success Manager

Working at Abbott 
At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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 a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists. 

The Opportunity 
The Customer Success Manager (CSM) provides account management services and support to targeted customers, builds collaborative long-term relationships, and provides project leadership, cross-functional process coordination, and targeted data stewardship. 

As the Customer Success Manager, you’ll have the chance to optimize the customer experience for strategic accounts, lead cross-functional improvement initiatives, and use account data and customer feedback to strengthen engagement, retention, and growth. 

This position is onsite in Madison, Wisconsin.  

What You’ll Work On 

• For the Screening Business Unit, serve as a dedicated point of contact for health system inquiries and escalations, including identification and prioritization of workflow issues and improvements. 

• Drive customer engagement, retention, and growth in coordination with the sales community and targeted business objectives. 

• Convene, coordinate, and facilitate cross-functional teams to develop, refine, and implement solutions for strategic programs and process-improvement initiatives. 

• Develop and implement ordering protocols and product-adoption programs with customers to support institution-based objectives, including patient care standards. 

• Partner with internal teams to implement customer-experience enhancement solutions, including EMR integration. 

• Analyze account data and metrics to monitor the health of targeted accounts and respond to changing clinical and operational issues and challenges. 

• Collect,