Skip to Main Content

Regional Manager Customer Experience

Abbott Pleasanton, CA
  • Expired: May 12, 2019. Applications are no longer accepted.

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 103,000 colleagues serve people in more than 160 countries.
The Customer Experience District Manager key responsibilities are to drive value creation and to deliver
outstanding day-to-day service to existing customers in a district thereby - increasing economic profitability;
customer satisfaction and retention
**Primary Job function**
The Customer Experience District Manager key responsibilities are to drive value creation and to deliver
outstanding day-to-day service to existing customers in a district thereby - increasing economic profitability;
customer satisfaction and retention
**Core Job Responsibilities**
+ Responsible for implementing and maintaining the effectiveness of the quality system.
+ Own and manage existing customer relationship
+ Create and drive long term strategy and short term tactics to achieve business goals in a timely manner
+ Deliver outstanding customer experience to existing customers in a district - ensure economic profitability and customer satisfaction and retention
+ Establish and drive strategic account plans for achieving goals including value expansion and margin
+ Identify new business opportunities by initiating; developing or delivering unique solutions that result in improved outcomes for customer and company
+ -Drive both customer orientation and business achievement positively impacting the team culture
+ Establish and build deep understanding of account needs; stakeholders and competitive situation of accounts
+ Ensure business reviews are conducted according to standards and plan; manage follow ups
+ Build team of ADD resources to best execute renewal process; involve acquisition organization if required
+ Negotiate long term contracts; assist Ambassadors and Value Expansion Representative with contract
negotiations; particularly with pricing/profitability policies
+ Responsible for first line service and escalation through to resolution
+ Responsible for adherence to customer contractual obligations
+ Oversee cross-functional implementation team (post-sale)
+ Identify new business opportunities to expand current ADD share
+ Coaching and mentoring to drive continuous improvement
+ Co-ordinate and manage a group of Abbott Ambassadors and Value Expansion Representative
+ Service Cost Profile Ownership - joint with Technical Service group
+ Own forecast of expected revenue for current customer base
+ Own & manage existing Customer relationship
**Position Accountability / Scope**
Interface with relevant Executives Customers Accounts; Regional Managing Directors; Enterprise Accounts
staff. Key linkages: Service team staff; Specialists; Sales Support Functions (HEM; Transfusion; Lab Solutions
Design); Contracts & Pricing team; Marketing; Finance. Accountability for $25-40MM revenue
**Key Performance Metrics:**
+ Sales & Margin
+ Renewal rate of base
+ Contract compliance
+ Customer Retention Rate
+ Net Promoter Score
+ Economic profitability
+ First line Service KPI; Customer Contract
**Minimum Education**
Bachelor's Degree
**Minimum Experience**
+ 5 years experience with track record in Customer interface (Sales or Service) roles
+ Mastery level experience managing customer accounts
+ Ability to influence team member activities
+ Strong understanding of key stakeholders and customer dynamics
+ Strong solution selling and relationship building skills
+ Superior communication skills
+ Ability to identify and drive resolution of issues
+ Long-term, strategic focus on account
+ Portfolio management skills
+ Excellent product and industry knowledge
+ Proven success at winning contracts
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email corpjat@abbott.com