Customer Experience District Sales Manager (CoreDx)

Abbott • Chicago, IL

24d • $99,300 - $198,700 • Remote

About The Position

We’re empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people. Our Core Laboratory team, part of our Diagnostics division, has an opportunity for a Customer Experience (CE) Sales District Manager. They are responsible for driving revenue retention, economic profitability, and long-term customer loyalty within an assigned district. This role serves as the senior post-sale commercial and customer experience leader, ensuring successful contract execution, service performance, and value realization for existing customers. This is a remote field-based role.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• Minimum 5 years of progressive experience in customer-facing roles (account management, customer experience, service leadership, or sales support)
• Demonstrated success managing complex, long-term customer relationships
• Strong solution-oriented problem-solving and negotiation skills
• Proven ability to influence across cross-functional teams
• Excellent communication skills and executive presence
• Ability to identify customer risks, drive resolution, and manage escalations effectively
• Experience working in a quality system–driven environment

Nice To Haves

• Master’s degree
• Experience in healthcare, diagnostics, medical devices, or capital equipment environments
• People leadership experience with a track record of coaching and developing high-performing teams
• Strategic portfolio and customer lifecycle management expertise
• Proven success managing long-term contracts and renewals
• Strong understanding of healthcare customer dynamics and enterprise account structures

Responsibilities

• Ensure the assigned district meets or exceeds revenue, margin, renewal, and customer retention objectives for the existing customer base.
• Own and manage ongoing customer relationships, serving as the primary escalation point and trusted partner for executive-level stakeholders.
• Develop and execute long-term strategic account plans and short-term execution tactics to achieve renewal, retention, and value expansion goals.
• Drive value creation and customer satisfaction by delivering outstanding day-to-day service and experience, improving Net Promoter Score (NPS), profitability, and retention.
• Provide leadership across the post-sale customer lifecycle, including oversight of cross-functional implementation, service, and support teams to ensure successful onboarding, adoption, and sustained performance.
• Identify and execute value expansion and growth opportunities within existing accounts to increase Core Diagnostics share.
• Anticipate customer risks and competitive threats within current accounts and initiate proactive retention and mitigation strategies.
• Manage long-term customer contracts, ensuring adherence to pricing, margin, and profitability policies; support Sales Ambassadors during renewal and expansion discussions.
• Maintain ownership of district revenue forecasting related to renewals, expansions, and contractual commitments.
• Ensure contract compliance, service-level adherence, and timely resolution of customer issues and escalations.
• Partner closely with Service, Technical Support, Marketing, Finance, Contracts & Pricing, and other cross-functional teams to deliver a seamless and consistent customer experience.
• Maintain accountability for quality system effectiveness and compliance with all applicable policies, procedures, and regulatory requirements.
• Manage, coach, mentor, and develop a staff of Sales Ambassadors to drive continuous improvement in customer outcomes.
• Recruit, develop, and retain top talent while fostering a diverse, inclusive, and performance-driven culture.
• Model Abbott’s values, demonstrate effective change leadership, and build strong internal and external partnerships.
• Make decisions regarding work processes or operational plans and schedules to achieve district and regional objectives.
• Develop, monitor, and appropriately adjust the annual budget for department(s).

Benefits

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager