Abbott Customer Experience / District Sales Manager (Boston) in Boston, Massachusetts

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.

Primary Job Function:

The Customer Experience / District Sales Manager's key responsibilities are to drive value creation by sales and to deliver outstanding day-to-day service to existing customers in a district thereby – increasing economic profitability; customer satisfaction and retention.

Core Job Responsibilities:

Responsible for implementing and maintaining the effectiveness of the quality system.

· Own and manage existing customer relationship

· Identify new business opportunities to expand current ADD share

· 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; 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 adherence to customer contractual obligations

· Oversee cross-functional implementation team (post-sale)

· 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 & manage existing Customer relationship

· Manages 5 team members

Travel: 50% up to 75%

Position Accountability / Scope:

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

Minimum Education:

Bachelor's degree.

Minimum Experience / Training Required:

5 years’ experience with track record in Customer interface (Sales or Service) roles

•Mastery level experience managing customer accounts

•Ability to influence team member activities

•Strong understanding of key stakeholders and customer dynamics

•Strong solution selling and relationship building skills

•Superior communication skills

•Ability to identify and drive resolution of issues

•Long-term, strategic focus on account

•Portfolio management skills

•Excellent product and industry knowledge

•Proven success at winning contracts

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