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Customer Experience Manager – Pacific Southwest

Abbott Molecular Inc.

This is a Full-time position in Seattle, WA posted July 7, 2020.

Location: Seattle, WA
Alternate Location:  Portland, OR
Fresno, CA
Sacramento, CA

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 103,000 colleagues serve people in more than 160 countries.



Primary Job Function

The Customer Experience Manager’s key responsibilities are to drive value creation and to deliver outstanding day-to-day service to existing customers in a district thereby increasing economic profitability, customer satisfaction, and retention. This roles typically manages a team of 6-8 sales ambassadors.

Position Territory/Location

  • The territory covers Northern California, Washington and Oregon.
  • Qualified candidates must currently live in the territory; moreover, they should live near a major airport in the territory. Seattle, Sacramento, Portland, or Fresno would be ideal.
  • Relocation assistance is not authorized for this position.

Job Responsibilities

  • Responsible for implementing and maintaining the effectiveness of the quality system.
  • Own and manage existing customer relationship.
  • Create and drive long-term strategy and short-term tactics to achieve business goals in a timely manner.
  • Deliver outstanding customer experience to existing customers in a district.
  • Ensure economic profitability and customer satisfaction and retention.
  • Establish and drive strategic account plans for achieving goals including value expansion and margin.
  • Identify new business opportunities by initiating, developing, or delivering unique solutions that result in improved outcomes for customer and company.
  • Drive both customer orientation and business achievement positively impacting the team culture.
  • Establish and build deep understanding of account needs, stakeholders, and competitive situation of accounts.
  • Ensure business reviews are conducted according to standards and plan and manage follow ups.
  • Build team of ADD resources to best execute renewal process; involve acquisition organization if required.
  • Negotiate long-term contracts; assist Ambassadors and Value Expansion Representative with contract negotiations–particularly with pricing/profitability policies.
  • Responsible for first line service and escalation through to resolution.
  • Responsible for adherence to customer contractual obligations.
  • Oversee cross-functional implementation team (post-sale).
  • Identify new business opportunities to expand current ADD share.
  • Coaching and mentoring to drive continuous improvement.
  • Co-ordinate and manage a group of Abbott Ambassadors and Value Expansion Representative.
  • Service Cost Profile Ownership – joint with Technical Service group.
  • Own forecast of expected revenue for current customer base.
  • Own and manage existing Customer relationships.

Position Accountability

  • Interface with relevant Executives Customers Accounts; Regional Managing Directors; Enterprise Accounts staff.
  • Key linkages: Service team staff; Specialists; Sales Support Functions (HEM; Transfusion; Lab Solutions Design); Contracts & Pricing team; Marketing; Finance.
  • Accountability for $25-40MM revenue.
  • Key Performance Metrics:
    • Sales & Margin
    • Renewal rate of base
    • Contract compliance
    • Customer Retention Rate
    • Net Promoter Score
    • Economic profitability
    • First line Service KPI
    • Customer Contract

Position Requirements

  • Bachelor’s degree in business, life sciences, engineering or related technical discipline.
  • 5+ years of experience developing and selling customized solutions to key stakeholders within healthcare institutions.
  • 5+ years of experience understanding performance metrics in Hospital or Laboratory settings and recommending solutions accordingly.
  • Ability to travel up to 50% in assigned territory and other locations in the US to attend training and support business needs.

Preferred Requirements

  • Experience leading a team of direct reports



Sales Force





United States of America : Remote








Yes, 50 % of the Time



Not Applicable



Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day), Driving a personal auto or company car or truck, or a powered piece of material handling equipment


Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.