JOB DESCRIPTION: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, categorize, and prioritize feedback from internal and external customers.
- Maintain current knowledge of integrated delivery networks (IDNs), disease states, competition, and outside influences that impact the business and help identify emerging opportunities.
- Step outside functional boundaries as needed to understand and influence variables that impact the customer experience.
- Provide world-class service and uphold company mission and values through accountability, innovation, integrity, quality, teamwork, and an inclusion mindset.
- Influence, guide, and support peers in achieving individual goals while communicating clinical data and sales and marketing messages effectively.
- Support and comply with the company's Quality Management System policies and procedures, and maintain regular and reliable attendance.
Required Qualifications - Bachelor's Degree in Life Sciences, Business Administration, Marketing or field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience in lieu of Bachelor's Degree.
- 4+ years of experience in customer service in a medical, healthcare or biotech field.
- 2+ years of experience with customer relationship management systems.
- Demonstrated ability to present ideas/data to internal and external customers in a way that produces understanding and impact.
- Proficient with Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts.
- Proficient with Microsoft PowerPoint; ability to create concise, clear presentations.
- Demonstrated ability to work in a fast-paced, high-energy environment.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
- Authorization to work in the United States without sponsorship.
Preferred Qualifications - 2+ years of experience in a project management role in a medical, healthcare, or technology field where organization and planning skills are essential.
- 5+ years of customer service experience in a medical, healthcare, or biotech field.
- Experience in hospital and health system operations and data needs.
- Experience in process documentation and improvement initiatives.
Apply Now
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/
The base pay for this position is
$61,300.00 - $122,700.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:ONCO Cancer Diagnostics
LOCATION:United States > Madison : 1 Exact Lane
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:Yes, 5 % of the Time
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Keyboard use (greater or equal to 50% of the workday)
