Account Enablement Team Lead

Allergan; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

AbbVie seeks an Account Enablement Team Lead to balance hands-on customer support with team leadership. You will oversee workload, escalations, and onboarding while driving SLA compliance and cross-functional collaboration.

The role emphasizes training, knowledge management, and continuous improvement to deliver excellent customer experiences and operational excellence.

Qualifications

• High School diploma required; Associate or Bachelor's degree preferred.
• Experience in customer operations, account management, onboarding, or related areas preferred.
• Previous leadership experience or demonstrated ability to lead.
• People leadership experience.
• Experience serving as a subject matter expert.
• Experience auditing records for accuracy.
• Experience with continuous improvement projects preferred.
• Medical Device or Pharmaceutical experience strongly preferred.

Responsibilities

• Monitor team workload and assist with prioritization of account-related requests, escalations, and customer inquiries.
• Serve as 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 when appropriate.
• Provide coverage for agents who are out of office by overseeing critical pending work and customer-impacting items.
• Assist with 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 to identify opportunities for increased efficiency, quality, and customer satisfaction.
• Complete quality assurance reviews and support quality improvement initiatives.
• Facilitate training, coaching sessions, and knowledge-transfer activities.
• 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.
• Assist leadership with reporting, trend analysis, workload monitoring, and operational readiness activities.
• Follow up on escalated customer requests and support timely communication with stakeholders.
• Execute special projects and additional duties as assigned by leadership.

Skills

Leadership

Customer service

Training

Quality assurance

Process improvement

Education

High School diploma

Associate degree

Bachelor's degree

Tools

Microsoft Office

SAP

Job description

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.

Key AbbVie Competencies

• 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.
• Peopleleadership experience.
• 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

• Skill indemonstratinga professional phone manner.
• 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 or local 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.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: https://www.abbvie.com/join-us/reasonable-accommodations.html