Manager, Customer Success

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 122000 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. Youll 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

This position is an onsite role based in Madison Abbotts Cancer Diagnostics business.

Were empowering smarter medical and economic decision-making to help transform the way people manage their health at all stages of life. Every day more than 10 million tests are run on Abbotts diagnostics instruments providing lab results for millions of people. Our diagnostic solutions are used in hospitals laboratories and clinics around the globe helping clinicians make informed decisions across a broad range of health conditions including cancer.

As the Manager Customer Success youll have the opportunity to lead a high-performing team focused on delivering an exceptional customer experience strengthening customer relationships and supporting long-term retention and business growth. Youll oversee the operational and administrative functions of the Customer Success organization drive process improvements and collaborate with Sales Commercial and cross-functional partners to develop scalable customer-focused solutions. This role will play a key part in advancing a best-in-class Customer Success model that anticipates evolving customer needs and supports organizational growth.

What Youll Work On

• Lead and develop a high-performing Customer Success team by providing coaching performance management training and professional development while fostering a culture of accountability collaboration inclusion and exceptional customer service.
• Oversee Customer Success operations and processes including customer onboarding training programs service delivery and resolution of complex customer issues to ensure a consistent high-quality customer experience.
• Drive operational excellence and continuous improvement by identifying opportunities to streamline workflows improve efficiencies enhance service delivery and implement scalable solutions that support evolving customer and business needs.
• Develop and monitor key performance indicators (KPIs) customer utilization reports and operational metrics to evaluate team effectiveness identify trends support strategic initiatives and communicate performance results and recommendations to leadership.
• Partner cross-functionally with Sales Customer Care Operations and other Commercial teams to advocate for customer needs support business objectives strengthen customer relationships and improve customer satisfaction and retention while ensuring compliance with company policies and quality standards.

Required Qualifications

• Bachelors degree in Business Administration Science or a related field; OR a high school diploma/GED and four (4) years of relevant customer service or related experience in lieu of a bachelors degree.
• Four (4) or more years of experience in customer service.
• Two (2) or more years of experience leading or directing employees and/or project teams.
• Strong understanding of customer service operations billing insurance and/or data entry processes.
• Advanced proficiency with customer service systems and related technologies.
• Proficiency in Microsoft Office applications including Word Excel PowerPoint Outlook and SharePoint.
• Demonstrated ability to exercise sound judgment analyze complex issues and implement effective solutions.
• Ability to perform the essential duties of the position with or without reasonable accommodation.
• Authorization to work in the United States without current employer sponsorship.

Preferred Qualifications

• Six (6) or more years of customer service experience within healthcare diagnostics or a clinical reference laboratory environment.
• Two (2) or more years of account management or sales support experience.
• Advanced proficiency in Microsoft Office applications including Word Excel PowerPoint Outlook and SharePoint.

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

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The base pay for this position is

$78000.00 $156000.00

In specific locations the pay range may vary from the range posted.

Customer Service

ONCO Cancer Diagnostics

United States > Madison : 1 Exact Lane

Standard

Yes 25 % of the Time

No

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)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: EEO is the Law link - Espanol: Experience:

Manager