Account Enablement Team Lead

Allergan Aesthetics; Austin (TX); On-site; USD 37,000 - 68,000; Full time

Job summary

Allergan Aesthetics, an AbbVie company, seeks an Account Enablement Team Lead to balance hands-on support with team leadership. You will monitor workloads, resolve escalations, and drive onboarding, EDI setup, and account maintenance activities to sustain service quality.

You will partner with Sales, Credentialing, Finance and other teams to improve efficiency and customer satisfaction while coaching staff and maintaining training materials. A strong process mindset is essential.

Qualifications

• Education as listed; associate or bachelor preferred.
• Experience in customer operations, account enablement or onboarding.
• Leadership experience or potential to lead teams.

Responsibilities

• Monitor team workload and assist with prioritization of requests.
• Serve as primary resource for team questions, issue resolution and escalation.
• Support new account creation, maintenance and onboarding processes.
• Monitor service levels and aging work to ensure SLA compliance.
• Review queues, reassign work or escalate risks when appropriate.
• Provide coverage for agents and oversee critical pending items.
• Lead training, coaching, and knowledge transfer activities.
• Collaborate with Sales, Customer Operations, Credentialing and Finance.

Skills

Customer operations

Account management

Team leadership

Communication

Operational planning

Education

High School diploma

Associate degree

Bachelor's degree

Tools

Microsoft Office

SAP

Job description

• Compensation: USD 27 - USD 48.8 - hourly

Company Description

About AbbVie

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/ . Follow Allergan Aesthetics on LinkedIn.

Job Description

The Account Enablement Team Lead serves as the operational backbone of the Account Enablement team, balancing hands-on customer support responsibilities with team leadership duties. This role requires strong organizational skills, sound judgment in prioritization, and the ability to serve as a trusted resource for team members and cross-functional partners.

The Team Lead plays a critical role inmaintainingservice quality, ensuring SLA compliance, supporting account creation and maintenance activities, driving continuous improvement, and developing team capability through training, coaching, and knowledge management. This role serves as a primary escalation point and partners closely with supervisors and leadership to support operational excellence and a positive customer experience.

• Monitor team workload andassistwith prioritization of account-related requests, escalations, and customer inquiries.
• Serve as a primary resource for team questions, issue resolution, and escalation support.
• Support new account creation, account maintenance requests, EDI setup activities, and customer onboarding processes.
• Monitor service levels and aging work requests to support SLA compliance.
• Review team queues and workloads,providing assistance, reassigning work, or escalating risks whenappropriate.
• Provide coverage for agents who are outofofficeby overseeing critical pending work and customer-impacting items.
• Assistwith complex customer account issues, exception requests, and high-priority escalations.
• Partner with Sales, Customer Operations, Credentialing, Customer Service, Finance, and other cross-functional teams to resolve customer needs.
• Monitor account setup and maintenance processes toidentifyopportunities for increased efficiency, quality, and customer satisfaction.
• Complete quality assurance reviews and support quality improvement initiatives.
• Facilitate training, coaching sessions, andknowledge-transferactivities.
• Onboard and train new hires, supporting successful integration into Account Enablement processes and systems.
• Maintain and update training materials, process documentation, job aids, and knowledge articles.
• Support implementation of process improvements, system enhancements, and operational projects.
• Assistleadership with reporting, trend analysis, workload monitoring, and operational readiness activities.
• Follow up on escalated customer requests and supporttimelycommunication with stakeholders.
• Execute special projects andadditionalduties asassigned by leadership.
• Positive "all for one" approach to team priorities and deliverables.
• Builds strong relationships that enable collaboration and higher performance.
• Learnsquickly,graspsthe essence, andadaptsto changing priorities and business needs.
• Demonstrates ownership and accountability for customer and operational outcomes.
• Creates a learning environment and is open to suggestions.
• Raises the bar and continuouslyseeksopportunities to improve processes and customer experiences.
• Displays sound judgment and professionalism in decision-making.

Qualifications

Education and Experience

• High School diplomarequired;Associate or Bachelordegree preferred.
• Customer operations, account management, customer service, account enablement, credentialing, onboarding, or related experience preferred.
• Previousleadership experience ordemonstratedability to lead.
• Experience serving as a subject matter expert.
• Experience auditing records for accuracy.
• Experience with continuous improvement projects preferred.
• Medical Device or Pharmaceutical experiencestronglypreferred.

Technical Skills

• Experience working with Microsoft Office Suite.
• SAP or other ERP experience preferred.
• Ability to learn and adapt tonew technologiesand changing processes.

Leadership, Communication, and Operational Skills

• Experience working in a team-oriented, collaborative environment.
• Ability to communicate effectively, orally and in writing, with employees and other internal and external contacts.
• Excellent organizational skills and ability to prioritize.
• Ability to take initiative and make decisions.
• Ability to effectively handle and lead multiple tasks or projects independently.
• Ability to performaccurateand complete work within deadlines, with or without direct supervision.
• Ability toretainand apply key detailsregardingeligibility and qualifications for multiple programs.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
• This job is eligible toparticipatein our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremainsin the Company'ssoleandabsolutediscretion unless and until paid andmay bemodifiedat the Company’s sole and absolute discretion, consistent withapplicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.