Customer Experience Manager

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

As the Customer Experience Manager, you will determine and execute the Customer Experience strategy for the district and territories, with full revenue responsibility of $30 to $40 million per year. You will lead a team and ensure delivery of customer experience, service performance, and business outcomes aligned to organizational goals.

In this role, you will determine the execution strategy for the Customer Experience organization across the District and Territories, holding full revenue responsibility of $30–40 million annually, including planning, forecasting, and achievement of performance targets. You will maintain full operational and functional responsibility for a team of 8–15 Ambassadors and 1 Value Expansion Representative.

• →You will be responsible for executing the business development plan, value expansion plan, and sales plan to achieve revenue targets, higher profitability, higher retention rates, and greater share of wallet within the existing customer base. You will support Ambassadors and the Value Expansion Representative in growing the business, adding assays, ensuring contract compliance, and conducting business reviews with a focus on pricing and profitability policies.
• →Acting as a trusted partner to customers, you will develop and maintain relationships with key accounts across the district. You will also manage and deliver first-line service support and ensure that escalations are resolved effectively. In addition, you will ensure adherence to contractual obligations by both Abbott and customers.
• →You will be responsible for implementing standardized customer experience training, processes, procedures, and reporting across the district. Success in this role will be measured by business retention and contract renewal rates, economic profitability (EP), Service Level Agreement (SLA) achievement, customer satisfaction and loyalty (NPS scores), as well as overall sales revenues.

• You hold a bachelor’s degree with significant related experience and have a proven leadership track record in Sales and/or Customer Service Management with responsibility of $20 million or more in annual sales. You have a minimum of five years of experience in the Diagnostics industry, with strong experience managing day-to-day sales or service operations, menu expansion, profitability, and engaging customers at the senior stakeholder level.
• You bring strong knowledge of healthcare and diagnostics industry dynamics, including competitors, terminology, challenges, and regulations. You also demonstrate strong selling and relationship-building capabilities, effective communication skills, and the ability to identify and drive resolution of issues, along with a strategic approach to account management.

• You hold a university degree or an advanced degree in Medical Technology, Life Sciences, or Business. You demonstrate a pragmatic and balanced approach to management, combining strategic planning, operational excellence, and strong execution. You are team-oriented, with the ability to motivate and influence others, and are effective at overcoming barriers across organizations.
• You have experience working in a matrix environment and collaborating within virtual teams, and you adopt a collaborative management style. You are service-oriented, with the ability to achieve exceptional customer satisfaction by understanding customer needs and adapting service delivery accordingly.
• This role requires a willingness to travel up to four days per week. Fluency in the local language and English is required, while additional language capabilities are advantageous.

Performance in this role is measured by revenue and margin outcomes, achieving at least a 95% renewal rate of profitable business, service cost per instrument, instrument uptime, customer retention rate, Net Promoter Score (NPS), and economic profitability (EP).

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In specific locations, the pay range may vary from the range posted.