Abbott Director Customer Success Leader in Abbott Park, Illinois

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Define and Manage a Customer Experience Program

  • Design and implement deliberate customer design / anchors leveraging IT guiding principles

  • Implement a formal Voice of Customer (VoC) program

  • Design survey mapped to experience program / capture deeper insights

  • Develop listening points in journey (e.g., usage, satisfaction, etc.)

  • Define segmentation of customer base and varying strategies

  • Be transparent with our customers (communications, updates, stats, improvements, etc.)

  • Standardize interventions for each point in journey

  • Identify opportunities for continuous improvement

  • Learn from best practices in industry

Shift Customers To Value Added Channels

  • Aggressively shift / promote usage to IT portal – shift away from Sharepoint

  • Leverage Webchat to bridge language gaps, improve experience, and replace email over time

  • Develop customer communities for continuous IT education and one to many conversations

  • Upgraded voice platform managed by vendor and / or shift to cloud CCaaS model

  • Leverage AskIT as an extension of the Service Desk capabilities

  • Enhance Effectiveness and Efficiency Through Technology

  • Align next generation capabilities within Service Desk and Support systems

Organize Around The Customer

  • Repurpose GSD resources to focus on end to end experience, process design, metrics

  • Quality assurance program monitors and measures the customer experience (Abbott oversight + library of good calls)

  • Implement measurements and contract changes to hold teams and partners more accountable for experiential outcomes

  • Partners get closer to the model and there is a single source of input and management

Measure Effectiveness of Customer Success

  • Define operational metrics for team that are biased towards the customer experience

  • Establish system for tracking metrics

  • Create cadence for review within team

  • Expose subset of metrics to executive team and business partners

Lead World-class Customer Success Team

  • Attract and develop high potential individual contributors on the team

  • Create rapid onboarding process for new team members

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team

Inspire Customer Success Across Company

  • Align with Organizational Change Management team on creating a culture biased towards excellence in customer service

  • Align with Marketing around marketing to existing clients

  • Align with Product around driving product roadmap

  • Align with Finance around measurement and forecasting

  • Align with Executive Team around key metrics and objectives

  • Create company-wide customer feedback loop

Required Experience/Skills:

  • 10+ years experience in leading customer-facing organizations

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Strong empathy for customers AND passion for driving cultural change

  • Deep understanding of value drivers in customer service oriented organizations

  • Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Excellent communication and presentation skills

  • Relevant Bachelor’s degree; preference for computer science or related degrees

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com