Customer Success Executive - Toxicology

Abbott; Abingdon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global healthcare company in Abingdon is seeking a Customer Service Executive to manage customers in Drug & Alcohol testing programs. This role involves ensuring smooth delivery of services, supporting contract implementations, and managing customer relationships. Candidates should have experience in service delivery and excellent communication skills. This position offers opportunities for career development and is part of a recognized company for diversity and employee satisfaction.

Benefits

Career development opportunities

Recognized as a great place to work

Diversity initiatives

Qualifications

• Proven experience in customer success or account management.
• Excellent communication and relationship-building skills.
• Strong problem-solving capability and resilience under pressure.

Responsibilities

• Act as primary contact for customer portfolios.
• Support implementation of new contracts.
• Manage customer services and resolve issues.

Skills

Customer success

Communication skills

Problem-solving

Data interpretation

Organizational skills

Education

Degree or equivalent experience

Tools

Salesforce

Sage

Microsoft applications

Job description

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology. The Opportunity Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions. Our Toxicology Business, part of Abbott Rapid Diagnostics, is currently recruiting for a Customer Service Executive. The role would be based in our Abingdon (Oxfordshire) office. At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life.

Responsibilities

• Act as the primary contact for a portfolio of customers, ensuring smooth delivery of Drug & Alcohol (D&A) testing programs including pre-employment, random, and post-incident testing.
• Support the implementation of new contracts and transition of existing programs for a seamless customer experience.
• Contribute to proposals and presentations to drive customer development and retention. Ensure services comply with industry regulations, contractual obligations, and internal standards, promoting standard processes over bespoke solutions.
• Proactively manage customer services, resolving issues with urgency and accuracy.
• Analyze testing data and prepare reports highlighting trends, compliance performance, and improvement opportunities.
• Provide insights for quarterly and annual review meetings.
• Collaborate with the Customer Ambassador to identify opportunities for service enhancement and program expansion.
• Act as a key liaison between commercial and operational teams for efficient communication and collaboration.
• Work closely with operational teams, laboratory services, and collection networks to maintain service excellence.
• Support projects and initiatives that drive innovation and compliance.

Qualifications

• 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.

Benefits

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.