Customer Success Manager

Abbott Laboratories; Madison (WI); On-site; USD 61,000 - 123,000; Full time

Job summary

Abbott Laboratories in Madison, Wisconsin, is seeking a Customer Success Manager to provide account management, build long-term relationships, and lead cross-functional improvement initiatives in a healthcare setting.

You will optimize customer experience for strategic accounts, drive engagement and growth, and coordinate with sales and internal teams to implement solutions, including EMR integration. This onsite role emphasizes data-driven decisions and collaboration.

Qualifications

• Bachelor’s Degree or GED with 4 years of relevant experience.
• 4+ years of experience in customer service in a medical, healthcare or biotech field.
• 2+ years of experience with customer relationship management systems.
• Proficient with Excel; able to manipulate data, create pivot tables and charts.
• Proven ability to present ideas/data to internal and external customers with impact.

Responsibilities

• Serve as dedicated point of contact for health system inquiries and escalations.
• Drive customer engagement, retention, and growth in coordination with sales and business objectives.
• Coordinate cross-functional teams to develop and implement solutions for programs and process-improvement initiatives.
• Develop and implement ordering protocols and product-adoption programs with customers.
• Partner with internal teams to implement customer-experience enhancements including EMR integration.
• Analyze account data to monitor health of targeted accounts and respond to issues.

Skills

Customer service

Data interpretation

Communication

Education

Bachelor’s Degree or GED with 4 years experience

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Location United States - Wisconsin - Madison Category Customer & Technical Support

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• An excellent retirement savings plan with a high employer contribution.
• A company recognized as a great place to work in dozens of countries worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity 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.

As the Customer Success Manager, you’ll have the chance to optimize the customer experience for strategic accounts, lead cross-functional improvement initiatives, and use account data and customer feedback to strengthen engagement, retention, and growth.

This position is onsite in Madison, Wisconsin.

What You’ll Work On

• For the Screening Business Unit, serve as a dedicated point of contact for health system inquiries and escalations, including identification and prioritization of 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.

Required Qualifications

• Bachelor’s Degree in Life Sciences, Business Administration, Marketing or field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience in lieu of Bachelor’s Degree.
• 4+ years of experience in customer service in a medical, healthcare or biotech field.
• 2+ years of experience with customer relationship management systems.
• Demonstrated ability to present ideas/data to internal and external customers in a way that produces understanding and impact.
• Proficient with Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts.
• Proficient with Microsoft PowerPoint; ability to create concise, clear presentations.
• Demonstrated ability to work in a fast-paced, high-energy environment.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

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

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

The base pay for this position is $61,300.00 – $122,700.00. In specific locations, the pay range may vary from the range posted.

Location United States > Madison : 1 Exact Lane Category Customer & Technical Support

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and

Location United States - Ohio - Cincinnati Category Customer & Technical Support

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and

Job Id 31163012 LocationUnited States - Wisconsin - Madison Medical surveillance No Division ONCO Cancer Diagnostics Travel No Additional Location Significant work activities Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day); Keyboard use (greater or equal to 50% of the workday)

INNOVATIVE BENEFITS

We support our colleagues around the world as they care for themselves and their families with offerings tailored to their unique needs.

DIVERSITY & INCLUSION

We strive to provide environments where all employees feel welcome and able to bring their full selves to work. To do this we integrate diversity, equity, and inclusion across Abbott.

SUSTAINABILITY FOR OUR FUTURE

At Abbott, sustainability means managing our efforts so we can help the greatest number of people around the world live fuller lives through better health.

WE'RE RECOGNIZED AROUND THE WORLD

FORTUNE CHANGE THE WORLD

FORTUNE'S MOST ADMIRED COMPANIES

JOIN OUR TALENT COMMUNITY

We will notify you about relevant positions, and keep you in mind when we have interesting opportunities.

An Equal Opportunity Employer Abbott is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Employment decisions are based on qualifications, merit, and business needs. EEO (ENGLISH) EEO (SPANISH) PAY TRANSPARENCY NONDISCRIMINATION PROVISION We provide reasonable workplace accommodations. U.S. residents only: To request accommodation, please call 224-667-0340or email [e-mail] . Abbott is committed to pay equity and transparency. Compensation is determined using objective, job-related, and gender-neutral criteria in compliance with applicable laws and local regulations.