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.

Major Accountabilities

  • 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