Senior Ambassador

Found in: Talent US C2 - 1 week ago

Los Angeles, United States Abbott Full time

The Opportunity

This position works out remote in the Diagnostics Division. 

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

What You’ll Work On

The Ambassador will be the representative of Abbott and the Abbott Diagnostics Division (ADD) brand to the customer. The Ambassador operates as the primary account management contact with key strategic (landmark) customer accounts; with a focus on customer satisfaction, improving economic profitability; increasing customer loyalty; and retaining business via contract renewal and closing new solutions. 

Key responsibilities include:

Improve customer satisfaction of current Landmark accounts to drive better retention rates, increase Abbott’s ability to value expand, and build and manage Abbott’s reputation to ensure the customer would act as a reference as needed to potential new customers Drive customer loyalty by resolving customer issues, supporting operational business reviews with key lab contacts Assess customer operations and identify opportunities for operational/service improvement Work with Enterprise Account Managers (EAM) to renew business early or extend contract to block the competition (focused on lab partnerships) Develop and execute existing account plans to ensure customer satisfaction and drive value expansion opportunities Execute via sales process on value expansion opportunities identified by EAM Elevate all customer challenges immediately as needed in partnership with the service organization Effectively support technical needs of the laboratory and influence new solutions buying decisions Support implementation process on new landmark account, through:Direct support of project ordering, instrument installation, assay validation with technical partnersParticipating in hyper care activitiesTaking ownership of account and customer relationship post-implementation

Position Scope

Represents Abbott and the ADD brand to the customer with emphasis on laboratory management. Will interact with Sales colleagues, Area/ Regional Marketing; Customer Support Center and Technical Service; Finance. This position is a very visible and will influence customer purchase decisions. Makes decision on reagent utilization on integrations and troubleshooting product replacement. Considers financial and customer implications as part of decision making. Critical contribution to the effectiveness of the CAPA system with responsibility for accurate documentation of customer complaints and the actions taken to resolve those concerns. Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers. Monitor and maintains customer satisfaction through direct contact. Adheres to safety guidelines; policies; procedures.

Required Qualifications

Bachelor’s degree or equivalent relevant experience required.

Preferred Qualifications

Bachelor’s degree in Bio Medical / Engineering / Electrical / Mechanical / Medical Technology or Commercial is preferred.

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