Customer Success Advisor at Abbott

North Chicago, Illinois, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Diagnostics, Medical DevicesIndustries

Requirements

Bachelor's Degree or an equivalent combination of education and work experience
Minimum 2 years relevant experience (preferably in a customer service environment)

Responsibilities

Analyzes customer service processes to identify systemic issues and improvement opportunities; designs and leads projects to implement long-term solutions
Leads cross-functional coordination and communication for product launches, including pre-launch planning, release logistics, and internal process alignment
Supports and mentors team members in order processing and system improvements, providing training and guidance to less experienced staff
Cultivates a wide range of internal networks and begins to develop an external network of resources to facilitate completion of tasks
May demonstrate basic project management skills by acting as a project lead on small, well-defined projects
Conducts regular outreach to customers to assess satisfaction, usage trends, and potential service needs
Monitors customer health metrics and usage data to identify risks or opportunities for deeper engagement
Serves as a trusted advisor, helping customers realize the full value of software solutions
Identifies and recommends appropriate professional services (e.g., training, onboarding, configuration support) based on customer goals and challenges
Collaborates with the Professional Services team to scope and coordinate service engagements
Educates customers on available service offerings and guides them through the engagement process
Responds to customer inquiries with empathy and efficiency, ensuring timely resolution of issues
Escalates complex issues to technical support or product teams as needed
Maintains detailed records of customer interactions, feedback, and service recommendations in CRM systems
Partners with Sales, Product, and Services teams to ensure a seamless customer experience
Provides feedback to internal teams based on customer insights and service trends
Exercises sound judgment and prioritization in daily work, with accountability for decisions impacting timelines and resource allocation

Skills

Key technologies and capabilities for this role

Customer ServiceProcess ImprovementProject ManagementCross-Functional CoordinationTrainingMetrics AnalysisProduct LaunchAccount ManagementOrder ProcessingConsultative Sales

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What is the work location or remote policy for this role?

This information is not specified in the job description.

What key skills are required for the Customer Success Advisor role?

The role requires proactive and consultative skills, customer service excellence, strategic outreach, process analysis and improvement, cross-functional coordination, mentoring, project management, and customer health monitoring.

What is the company culture like at Abbott?

Abbott is a global healthcare leader with 114,000 colleagues serving people in more than 160 countries, emphasizing life-changing technologies across diagnostics, medical devices, nutritionals, and medicines, and fostering a growing team environment.

What makes a strong candidate for this Customer Success Advisor position?

Strong candidates will have experience in customer success, process improvement, cross-functional collaboration, mentoring, and acting as a trusted advisor to help customers maximize software value.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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