Job DescriptionThe Account Enablement Team Lead serves as the operational backbone of the Account Enablement team, balancing hands-on customer support responsibilities with team leadership duties. This role requires strong organizational skills, sound judgment in prioritization, and the ability to serve as a trusted resource for team members and cross-functional partners.
The Team Lead plays a critical role in maintaining service quality, ensuring SLA compliance, supporting account creation and maintenance activities, driving continuous improvement, and developing team capability through training, coaching, and knowledge management. This role serves as a primary escalation point and partners closely with supervisors and leadership to support operational excellence and a positive customer experience.
- Monitor team workload and assist with prioritization of account-related requests, escalations, and customer inquiries.
- Serve as a primary resource for team questions, issue resolution, and escalation support.
- Support new account creation, account maintenance requests, EDI setup activities, and customer onboarding processes.
- Monitor service levels and aging work requests to support SLA compliance.
- Review team queues and workloads, providing assistance, reassigning work, or escalating risks when appropriate.
- Provide coverage for agents who are out of office by overseeing critical pending work and customer-impacting items.
- Assist with complex customer account issues, exception requests, and high-priority escalations.
- Partner with Sales, Customer Operations, Credentialing, Customer Service, Finance, and other cross-functional teams to resolve customer needs.
- Monitor account setup and maintenance processes to identify opportunities for increased efficiency, quality, and customer satisfaction.
- Complete quality assurance reviews and support quality improvement initiatives.
- Facilitate training, coaching sessions, and knowledge-transfer activities.
- Onboard and train new hires, supporting successful integration into Account Enablement processes and systems.
- Maintain and update training materials, process documentation, job aids, and knowledge articles.
- Support implementation of process improvements, system enhancements, and operational projects.
- Assist leadership with reporting, trend analysis, workload monitoring, and operational readiness activities.
- Follow up on escalated customer requests and support timely communication with stakeholders.
- Execute special projects and additional duties as assigned by leadership.
Key AbbVie Competencies
- Positive "all for one" approach to team priorities and deliverables.
- Builds strong relationships that enable collaboration and higher performance.
- Learns quickly, grasps the essence, and adapts to changing priorities and business needs.
- Demonstrates ownership and accountability for customer and operational outcomes.
- Creates a learning environment and is open to suggestions.
- Raises the bar and continuously seeks opportunities to improve processes and customer experiences.
- Displays sound judgment and professionalism in decision-making.
QualificationsEducation and Experience
- High School diploma required; Associate or Bachelor degree preferred.
- Customer operations, account management, customer service, account enablement, credentialing, onboarding, or related experience preferred.
- Previous leadership experience or demonstrated ability to lead.
- People leadership experience.
- Experience serving as a subject matter expert.
- Experience auditing records for accuracy.
- Experience with continuous improvement projects preferred.
- Medical Device or Pharmaceutical experience strongly preferred.
Technical Skills
- Experience working with Microsoft Office Suite.
- SAP or other ERP experience preferred.
- Ability to learn and adapt to new technologies and changing processes.
Leadership, Communication, and Operational Skills
- Skill in demonstrating a professional phone manner.
- Experience working in a team-oriented, collaborative environment.
- Ability to communicate effectively, orally and in writing, with employees and other internal and external contacts.
- Excellent organizational skills and ability to prioritize.
- Ability to take initiative and make decisions.
- Ability to effectively handle and lead multiple tasks or projects independently.
- Ability to perform accurate and complete work within deadlines, with or without direct supervision.
- Ability to retain and apply key details regarding eligibility and qualifications for multiple programs.
Additional InformationApplicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
- The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
- We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
- This job is eligible to participate in our short-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.
