Customer Success Manager

Abbott; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Abbott in Madison, Wisconsin, seeks a Customer Success Manager to provide account management for targeted health-system customers, leading cross-functional initiatives and data stewardship to improve engagement, retention, and growth.

The role emphasizes collaboration with sales, process optimization, and program implementations, with on-site work and a focus on patient-care standards and quality outcomes.

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 Microsoft Excel; ability to manipulate and summarize data, create pivot tables, and various charts.
• Demonstrated ability to present ideas/data to internal and external customers.

Responsibilities

• Serve as a dedicated point of contact for health system inquiries and escalations, prioritizing workflow issues.
• Drive customer engagement, retention, and growth in coordination with the sales community and business objectives.
• Coordinate cross-functional teams to develop, refine, and implement solutions for strategic programs.
• Develop and implement ordering protocols and product-adoption programs with customers to support institution-based objectives.
• Partner with internal teams to implement customer-experience enhancement solutions, including EMR integration.
• Analyze account data and metrics to monitor health of targeted accounts and respond to clinical/operational changes.
• Collect, categorize, and prioritize feedback from internal and external customers.
• Maintain knowledge of IDNs, disease states, competition, and external influences that impact the business.
• Step outside functional boundaries to influence variables impacting the customer experience.
• Provide world-class service and uphold company values through accountability, innovation, integrity, quality, teamwork, and inclusion.
• Support and comply with Quality Management System policies and maintain attendance.

Skills

Customer service

Data analysis

Presentation

Cross-functional collaboration

Education

Bachelor's degree or GED with 4+ years experience

Tools

CRM systems

Microsoft Excel

Microsoft PowerPoint

Job description

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.

JOB DESCRIPTION:

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/