Customer Success Manager
4 weeks ago
Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include BOTOX Cosmetic, CoolSculpting, JUVÉDERM and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking to add to our high performing team to do just that. Our team has successfully launched a new and innovative technology platform, Allē, which serves millions of consumers, tens of thousands of aesthetics providers and thousands of colleagues throughout the US. Since its launch in November 2020, Allē has delivered curated promotions, personalized experiences and had millions of consumers use it as part of their beauty journey. We’re looking to add to our team as we prepare to launch a new array of game-changing technologies on our successfully adopted platform. If you’re interested in working within a startup-oriented environment, while having the backing of a very large company, please read on. As Customer Success Manager , you will report to the Associate Director, Customer Success , as well as continuously collaborate with key stakeholders across the business to solve the most important technical problems. The Customer Success Manager is responsible for educating and empowering our business customers to effectively utilize the Allē for Business suite of products. Training curriculum may be delivered via various blended learning options, including live virtual webinars, recorded webinars, and recorded GIFs to ensure effective and engaging learning experiences. Key Responsibilities Customer Resolution Develops innovative solutions to resolve highly complex and highly visible escalation issues, playing a key role in development of protocols for escalating issues. Establishes relationships with various internal and external teams and gains buy-in to resolve customer issues by establishing strategic projects. Creates communication plans and communicates status updates to internal and external contacts for highly complex and highly visible escalation issues. Designs and coordinates resources to lead strategic projects that improve resolution times, customer satisfaction, and support experience. Identifies systematic patterns of issues and gains buy-in from go to market leadership to address trends and confirm root cause. Communication Acts as a technical expert for the business on conference calls to implement standards used by others that represent the company. Ensures go to market leaders stay informed of the response and resolution status of customer issues. Expands network of relationships with internal and external teams and partners. Process Improvement Removes barriers around systematic issues and process breakdowns across businesses to drive desired customer outcomes. Creates strategy for process improvements and assigns ownership across project or workgroups to improve internal processes. Required Qualifications 5-7 years' experience in a customer success, training or teaching capacity. Highly competent facilitation, interpersonal, and communication skills. Skilled at video conferencing including managing chat. Self-motivated and well-organized. Strong curiosity and always looking at ways to understand more. Advanced computer skills, specifically in tools such as Salesforce (or other major CRMs), Gainsight (or other CS tools), Microsoft and Google suite of products. 1-2 years experience with LMS software. General knowledge of Allē and/or Aesthetics Industry a plus. Team player with the ability to build and sustain credibility with Allergan customers and internal teams. A great attitude and proven ability to be an effective collaborator. Must have the ability to work off standard hours, as required. Minimal travel Our Core Values Be Humble : You’re smart yet always interested in learning from others. Work Transparently : You always deal in an honest, direct and transparent way. Take Ownership : You embrace responsibility and find joy in having the answers. Learn More : Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set. Show Gratitude : You show appreciation and return kindness to those you work with. Competitive annual bonus targets. 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus). Plus additional company contribution. RSU grants (Long Term Incentives) for approved roles. 17 paid holidays per year, including 3 floating holidays. Annual Paid Time Off (PTO), with separate sick days. 12 weeks paid Parental Leave. Caregiver Leave. Adoption and Surrogacy Assistance Plan. Flexible workplace accommodations. A MacBook Pro and accompanying hardware to do great work. A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. Generous discounts on SkinMedica skin care products. Apply for this job * indicates a required field First Name * Last Name * Email * Phone Resume/CV LinkedIn Profile Privacy Agreement * I confirm that to the best of my knowledge, the information which I am about to enter in this application is accurate. #J-18808-Ljbffr
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