Abbott Customer Experience Manager SE/FI - Abbott Diagnostics in Solna, Sweden
Primarv Objecti ve of Posi ti on
The District Customer Experience Manager is responsible for managing a team of 5 Abbott Ambassadors in Sweden and Finland and drives value expansion and sales of products and solutions within the district by managing customer relationship, lifecycle and experience.
Full revenue responsibility including forecasting and target performance achievement.
Full operational and functional responsibility for a team of Abbott Ambassadors located in the district.
Responsible to execute business development plan and salesplan to achieve revenue target, higher profitability, higher win-rates and higher share of wallet for existing customers
Assist Ambassadors with contract negotiations,particularlywithpricing/profitabilitypolicies
Act as a trusted partner and advisor as main contact to customers
Responsible for managing first line support and escalation through to resolution
Responsible for adherence to customer contractual obligations
Success in this role is measured by contract renewal rate, economic profitability per district, service level achievement, customer satisfaction score (NPS), and managed revenue.
- University degree,ideally in one of the following fields: medical technology.
Proven sales and customer service management leadership track record
Minimum of 5-7 years track record in the diagnostic industry with an emphasis on managing day-to-day service, menu expansion and improvement of account profitability
Proven track record in a similar position supported by management and customer references
Successful engagementwith customers, specificallySenior Management, key buyers and key stakeholders.
Working healthcare and diagnostics industry knowledge that includes the following:changing market dynamics, key competitors, terminology, challenges and potential government regulations
Strong solution selling and relationshipbuilding skills
Strong communication skills
Ability to identify and drive resolution of issues
Long-term,strategic focus on account
Pragmatic - balanced approach to management combining strategicplanning,operationalexcellence and flawlessexecution.
Team Oriented - builds strong relationships at every level of the organization and is a strong motivator who knows how to influence and get others to consistently do their best work. Overcomes barrierswithin ownorganization, peer organization and virtual organization.
Ideal candidate has a collaborative management style and disposition and is capable of working in a networked organizationwith a strongculture of virtual working teams
Service oriented - achieves exceptionally high levels of customer satisfaction by carefullyanalysing customer requirements and overcoming all hurdles to adapting product and service delivery to those requirements.
The position requires the willingness to travel on a frequent basis, i.e. on average three days per week.
Candidates must be fluent in local language and English, additional languages are advantageous
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 firstname.lastname@example.org