Customer Success Executive

Abbott; Abingdon; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading toxicology services provider in Abingdon is seeking a Customer Success Manager to oversee D&A testing programs. You will ensure smooth delivery of services, manage customer relationships, and interpret testing data for insights. Ideal candidates will have a proven background in customer success in regulated environments, alongside excellent communication and problem-solving skills. This role offers an opportunity to drive innovation and service excellence.

Qualifications

• Proven experience in customer success, account management, or service delivery within regulated sectors.
• Confidence in interpreting and explaining data.
• Strong problem-solving capability, resilience under pressure.

Responsibilities

• Act as the primary contact for a portfolio of customers.
• Support the implementation of new contracts and transitions.
• Manage service delivery effectively, troubleshooting issues promptly.

Skills

Customer success management

Data interpretation

Communication skills

Problem-solving

Service improvement

Education

Degree or equivalent work experience

Tools

Salesforce

Sage

Microsoft applications

Job description

At Abbott Toxicology, a part of Abbott's Diagnostics family of businesses. We bring together dedicated experts and advanced technologies to support toxicology testing services across a wide range of industry sectors globally. Delivering critical insights that aid in the detection, treatment, and management of substance use and exposure. Our mission is to provide reliable, timely, and actionable information that supports safer and healthier outcomes for individuals and communities.,

• Act as the primary contact for a portfolio of customers, overseeing the smooth delivery of their D&A testing programs, including pre-employment, random, and post-incident testing.
• Support the implementation of new contracts and transitions of existing programs to ensure a seamless customer experience.
• Contribute to the preparation of proposals and presentations to support customer development and retention.
• Ensure services are delivered in line with industry regulations, contractual obligations, and internal compliance standards and endorsing standard process where possible, limiting bespoke and manual processes.
• Proactively manage the service to customers, troubleshooting issues with urgency and accuracy.
• Collate and interpret testing data, preparing reports that highlight trends, compliance performance, and areas for improvement.
• Support quarterly and annual review meetings by providing meaningful insights.
• Work in partnership with the Customer Ambassador to identify opportunities to enhance service provision, extend program coverage, or introduce new services.
• Act as a key liaison between commercial and operational teams, ensuring seamless communication, efficient collaboration.
• Liaise closely with other operational teams, laboratory services, and collection network to maintain service excellence.
• Support project work and initiatives that drive innovation and compliance within the service. Customer Obsessed: You will focus on delivering exceptional service promptly, always prioritising customer needs and exceeding their expectations.
• Pioneering: Continually seek to improve processes to enhance customer exeprience, collaborating with the wider business.
• Achiving: Communicate effectively to ensure customers receive timely and accurate information.
• Caring: Support our customers and colleagues to achieve positive outcomes, considering the impact of actions and decisions on all stakeholders.
• Enduring: Champion, implement and maintain processes that ensure long-term success and growth of the customer base.
• Proven experience in customer success, account management, or service delivery within Drug & Alcohol testing, occupational health, laboratory services, or other regulated sectors.
• Confidence in interpreting and explaining data, with experience preparing customer reports and performance summaries.
• Excellent communication and relationship-building skills across a diverse range of stakeholders.
• Strong problem-solving capability, resilience under pressure, and the ability to adapt to changing priorities.
• Highly organised with an eye for detail and a proactive approach to service improvement.
• Comfortable working with customer contracts and service level agreements. Educated to degree level or equivalent work experience.
• Good working knowledge of Microsoft applications
• Experience in Salesforce and Sage is advantageous