Position Title: Customer Experience Manager - Coastal Region
Division:Abbott Core diagnostics
DO WORK THAT MATTERS.
At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with businesses spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals, Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.
Abbott Core diagnostics division provides diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.
Primary Objective of Position
The Customer Experience Manager is responsible for managing a team of Abbott Ambassadors and Value Expansion Representatives and drives value expansion and sales of products and solutions within the district by managing customer relationship, lifecycle and experience.
Full revenue responsibility including forecasting and target performance achievement.
Full operational responsibility for a team of AbbottAmbassadors and Value Expansion Consultants located in the district.
Responsible to execute sales plan to achieve revenue target,higher profitability,higher win-rates and higher share of wallet for existing customers
Assist Ambassadors and Value Expansion Representative with contract negotiations,particularly with pricing/profitability policies
Act as a trusted partner and advisor as main contact to customers
Responsible for managing first line support and escalation through to resolution
Responsible for adherence to customer contractual obligations
Success in this role is measured by contract renewal rate,economic profitability per district,service levelachievement,customer satisfaction score (NPS), and managed revenue.
Territory management and strategic planning for targeted accounts
Implement a strong relationship with KOLs and create long term engagement plans with marketing
Visit top KOLs at agreed frequency
Create a monitoring mechanism for KOL engagement
Ability to network with other line function and across organization and region.
Ensure result-oriented culture in the team
Develop people in current as well as for future roles by active coaching
Drive appropriate rewards and recognition schemes
Develop Talent through training on a regular basis
Education and Experience:
University degree, ideally in one of the following fields: Medical Technology, biochemistry, biomedical Or related.
A minimum of 4 years' experience within a similar role having worked as a people manager for at least 2-3 years.
Have managed key accounts with the IVD market
Proven sales track record and commercial operational management in Healthcare - preferably within IVD / Diagnostics or Molecular or Related markets.
Ideal candidate has a collaborative management style and disposition and is
capable of working in a networked organization with a strong culture of virtual working teams
Candidate should be service oriented - i.e., achieves exceptionally high levels of customer satisfaction by carefully analyzing customer requirements and overcoming all hurdles to adapting product and service delivery to those requirements
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160 countries.