Customer Success Manager

Abbott • Madison, WI

12d • Onsite

About The Position

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. This role optimizes the customer experience for strategic accounts, leads cross-functional improvement initiatives, and uses account data and customer feedback to strengthen engagement, retention, and growth. The position is onsite in Madison, Wisconsin, and supports Abbott’s Screening Business Unit.

Requirements

• Bachelor’s degree in Life Sciences, Business Administration, Marketing, or a field aligned with the essential duties; alternatively, a high school diploma or GED and 4 years of relevant experience in lieu of a bachelor’s degree.
• At least 2 years of customer service experience in a medical, healthcare, biotech, or related field.
• At least 2 years of experience with customer relationship management systems.
• Demonstrated ability to present ideas and data to internal and external customers in a way that produces understanding and impact.
• Proficiency with Microsoft Excel, including manipulating and summarizing data, creating pivot tables, and creating charts.
• Proficiency with Microsoft PowerPoint and the ability to create concise, clear presentations.
• Demonstrated ability to work in a fast-paced, high-energy environment.
• Ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Nice To Haves

• At least 2 years of project management experience in a medical, healthcare, or technology field where organization and planning skills are essential.
• At least 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.

Responsibilities

• Serve as a dedicated point of contact for health system inquiries and escalations, including identifying and prioritizing 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.

Benefits

• Career development opportunities with an international company.
• Retirement savings plan with a high employer contribution.
• Health and wellness benefits.

What This Job Offers

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