Customer Success Executive at Abbott

Abingdon, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Diagnostics, Toxicology, HealthcareIndustries

Requirements

Proven experience in customer success, account management, or service delivery within Drug & Alcohol testing, occupational health, laboratory services, or other regulated sectors
Confidence in interpreting and explaining data, with experience preparing customer reports and performance summaries
Excellent communication and relationship-building skills across a diverse range of stakeholders
Strong problem-solving capability, resilience under pressure, and the ability to adapt to changing priorities
Highly organised with an eye for detail and a proactive approach to service improvement
Comfortable working with customer contracts and service level agreements
Educated to degree level or equivalent work experience
Good working knowledge of Microsoft applications
Experience in Salesforce and Sage is advantageous
Competencies: Customer Obsessed, Pioneering, Achieving, Caring

Responsibilities

Act as the primary contact for a portfolio of customers, overseeing the smooth delivery of their D&A testing programs, including pre-employment, random, and post-incident testing
Support the implementation of new contracts and transitions of existing programs to ensure a seamless customer experience
Contribute to the preparation of proposals and presentations to support customer development and retention
Ensure services are delivered in line with industry regulations, contractual obligations, and internal compliance standards, endorsing standard processes where possible and limiting bespoke and manual processes
Proactively manage the service to customers, troubleshooting issues with urgency and accuracy
Collate and interpret testing data, preparing reports that highlight trends, compliance performance, and areas for improvement
Support quarterly and annual review meetings by providing meaningful insights
Work in partnership with the Customer Ambassador to identify opportunities to enhance service provision, extend program coverage, or introduce new services
Act as a key liaison between commercial and operational teams, ensuring seamless communication and efficient collaboration
Liaise closely with other operational teams, laboratory services, and collection network to maintain service excellence
Support project work and initiatives that drive innovation and compliance within the service

Skills

Key technologies and capabilities for this role

Customer SuccessD&A TestingComplianceProgram ManagementData InterpretationContract ImplementationRegulatory ComplianceCustomer Relationship ManagementProposal PreparationTroubleshootingOccupational Health

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Executive role?

Proven experience in customer success, account management, or service delivery within Drug & Alcohol testing, occupational health, laboratory services, or other regulated sectors is required, along with confidence in interpreting and explaining data and preparing customer reports.

What are the main responsibilities of this position?

Responsibilities include acting as the primary contact for customers overseeing D&A testing programs, supporting implementations and transitions, ensuring regulatory compliance, proactively managing services, preparing data reports, and liaising between teams.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

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

A strong candidate has prior experience in D&A testing, occupational health, or regulated sectors, with skills in data interpretation, customer reporting, and excellent communication for building relationships.

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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