JOB DESCRIPTION:The OpportunityWe have an exciting opportunity for an
Implementation Specialist Lead within Abbott Rapid Diagnostics in Santa Rosa, California.
This role supports the Implementation team in delivering high-quality client experiences by partnering with Government Commercial, site functional leaders, Sales/Sales Support, and vendors. The team is responsible for creating and maintaining client accounts, onboarding and training customers, and establishing or updating diagnostic panels.
The Implementation Specialist Lead serves as an escalation point, providing guidance, resolving issues, and improving team workflows. This role also focuses on capturing key client information, supporting administrative needs, and driving efficient, consistent implementation processes to ensure a seamless customer experience.
Abbott Rapid Diagnostics (formerly Alere) is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies to support diagnostic testing that provides important information for treatment and management of diseases and other conditions.
What You'll Work On- Sales Administration:
- Responsible for timely execution of new account set-ups and ongoing post-implementation account updates across software systems and databases for Abbott's Toxicology Government Services clients with attention to data accuracy and documentation needs.
- Assign and direct work to the Implementation team, participating in account administration tasks as needed.
- Make recommendations for improved Implementation processes or procedures with attention and adherence to Quality and Compliance standards.
- Work with the Implementation Manager to review and revise the necessary Implementation processes and internal guidelines related to client account administration and onboarding to improve effectiveness, efficiency, and customer satisfaction.
- Work with counterparts in the Sales, Customer Support, IT, Finance, and Toxicology Support teams to maintain accurate client data in the system.
- Customer Onboarding & Training:
- Oversee scheduling and staffing of daily demonstrations of Abbott's technology platform and custom training sessions during the onboarding process, including performance of customer training when other staff is unavailable.
- Continuous assessment of ongoing client training lifecycle effectiveness to include development and reporting of key metrics.
- Team Supervision/Leadership:
- Monitor and supervise Implementation team members' performance and metrics to regularly report to the Implementation Manager.
- Escalate identified issues or concerns from Implementation team staff through the proper channels.
- Identify, document, and resolve problems as they arise.
- Other duties as may be assigned.
Required Qualifications- High School Diploma / GED or an equivalent combination of education and work experience
- Minimum 4 years of relevant experience
Preferred Qualifications:- Four-year degree from an accredited college or university is preferred but not required.
- Strong organizational skills, attention to detail, and multitasking skills.
- Experience with corporate culture along with an excellent customer service mentality.
- People leader/management skills with at least 3 to 5 years of direct supervision experience.
- Proficiency in Excel, Word, and Outlook (essential).
- Salesforce CFM knowledge preferred.
* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
The base pay for this position is $81,500.00 - $141,300.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Customer Service
DIVISION:TOX ARDx Toxicology
LOCATION:United States > Santa Rosa : 3700-3730 Westwind Blvd.
ADDITIONAL LOCATIONS:WORK SHIFT:Standard
TRAVEL:No
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Keyboard use (greater or equal to 50% of the workday)
