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.
The Associate Customer Service Program/Project Manager will manage the implementation, maintenance, and reporting of specified Commercial Sales, Marketing and CRM Service Programs for the United States and Canada. Works closely with internal departments such as Sales and Marketing to understand new program requirements and acts as Customer Service subject matter expert to make recommendations on most effective and efficient method of implementing programs that are in the best interest of the customer and the ADC Business. Identifies opportunities and develops and designs new, value add, Marketing, Sales and CRM Programs. Works with internal ADC Customer Service Management team and Customer Service third party vendors to develop and design programs and maintain existing programs. Creates and executes new program project work plans and revises as appropriate to meet changing needs and requirements. Manages day-to-day operational aspects of new programs. Provide competitive levels of support to Abbott Diabetes Care internal customers and strategic partners. Act as source of superior knowledge on all Abbott Diabetes Cares programs and Customer Service policies and procedures both internally and to our strategic partners. Supports Customer Service Program Manager on essential business projects. Participates in marketing strategy and planning activities and offers ideas on new opportunities to increase customer retention and improve the customer experience.
Responsible for the implementation, maintenance, and reporting of specified Sales, Marketing, and CRM Service Programs for the United States and Canada by working with internal customers, such as Sales and Marketing, internal Customer Service team members, and third party Customer Service Vendors. Creates and maintains detailed program/ project work plans required in the implementation process and revises as appropriate to meet changing needs and requirements. Facilitates regular meetings with internal program owners, internal customer service team members, and third party vendor. Holds regular status meetings with program/project team. Project team Leader, ensures internal stakeholders are well informed of program changes and effectively communicates relevant project information, milestones, activities and timeline. Responsible for performing all activities and assigned projects within budget, to the highest quality possible, meeting project milestones and delivering final program ontime while delivering to program defined requirements. Delivers engaging, informative, well-organized presentations on behalf of Customer Service Resolves and/or escalates issues in a timely fashion. Expected to conduct presentations on behalf of Customer Service.
Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management.
Note: This job description describes the principal and main elements of the job. It is a guide to the nature and main duties of the job as they currently exist, but is not intended as a wholly comprehensive or permanent representation.
Bachelors Degree in Communication, Business, Life Sciences preferred, OR 4 years equivalent experience in a Customer Service environment (Call Center or other customer support teams.)
Ability to implement, develop and maintain Commercial Service Programs. Good communication and project management skills (Project Management Certiifcation/Training preferred). 3 years experience in Commercial Marketing, Sales and CRM Service Programs in regulated environment preferred. 2 years experience in Customer Service/Sales/Marketing functions required.. Strong Project management skills and high level of experience with Excel and PowerPoint. Experience working in medical device, pharmaceutical or other acute health care organization preferred. Knowledge of diabetes and blood glucose monitoring helpful. Must be able to work in fast pace, high pressure team environment.
Must have the ability to manage multiple projects at one time from start to finish. Must have the ability to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results.