Senior Client Success Manager

Abbott • Kansas City, MO

1d • $78,000 - $156,000

About The Position

Senior Client Success Manager Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and 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. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with high employer contribution. Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. A company recognized as a great place to work in dozens of countries around the world 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 a best place to work for diversity, working mothers, female executives, and scientists. The Opportunity The position of Senior Client Success Manager is within our Toxicology business unit. This role will be responsible for building and sustaining relationships, and supporting growth, of eScreen key National Accounts clients with the highest revenue, that have the largest growth potential and those with historical expectations of concierge service provided to them. The Client Success Manager will serve as the liaison between Abbott eScreen and assigned top revenue clients, using a consultative approach to manage and upsell the account to exceed client needs. This requires daily interface with all internal eScreen groups and client contacts at all management levels including executive support.

Requirements

• Bachelor’s degree or equivalent combination of education and experience required
• 3-5 years of professional experience required
• Experience with managing customer relations via phone, email and in person daily
• Proficient use of: Microsoft Office, including Excel (creating/maintaining spreadsheets), digital conference applications (EX: WebEx, MS Teams, etc.), CRMs, and similar platforms to track projects and document details

Nice To Haves

• Knowledge of Abbott eScreen products and software applications a plus
• Experience in drug testing or Occupational Health-related account management (a plus)
• Must have proven skills and experience in extensive interactive client relationships
• Needs to understand data and be able to analyze and articulate data findings to internal and external leadership
• Must be an extremely organized person who can manage several open issues and continue to work them until closed with resolution, while working on all special projects
• Must be a disciplined note-taker with strong attention to recording all applicable details of a project and all daily issue resolution situations
• Must have strong time-management skills to be able to perform required daily activities, take on new issues and also complete other duties
• Must be able to successfully work independently and collaborate with a team
• Must have good oral and written communication skills

Responsibilities

• Perform customer trouble shooting, follow-up calls, visits, and support to accounts to ensure retention, increase growth, volume, and utilization of eScreen products.
• Execute goals and objective strategies as established by the Manager, Client Success.
• Create, coordinate and perform training session(s), for accounts to meet their needs.
• Create, coordinate, and lead client business reviews.
• Lead, manage, support, and/or participate in company projects and initiatives and provide updates, track timelines, lead presentations, etc.
• Support sales team in sales and marketing efforts to generate new business and grown existing accounts.
• Ensure client account(s) are current with payments and bring invoice disputes to resolution.
• Review and provide data reporting and analysis to the accounts for their use and to identify changes in business trends that may indicate service opportunities.
• Articulate account details regarding account productivity, which are growing and which are declining and why.
• Use customer relationships to promote additional products and services in order to influence account retention and volume growth over prior year.
• Monitor, report, and mitigate client risk.
• Maintain 20% minimum travel schedule.

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees