Regional Manager - West

Job Title:

Regional Customer Experience Manager

JOB INFORMATION
Reports To:National Sales Manager ORGANIZATION
Job Family:Sales
Job Sub-Family:Sales
Division:Abbott Diagnostics Division

JOB SUMMARY
Manage stakeholder relationships with executives customer accounts, Regional Director and Technical Service Director.
Key Linkage with Field Service, Marketing, Finance, Enterprise / Acquisition.
Responsible for determining execution strategy for Customer Experience Organization for the region.

CORE JOB RESPONSIBILITIES
Full Revenue Responsibility for a region including planning, forecasting and target performance achievement
Full operational and functional responsibility for a team of 8 - 15 Ambassadors and 1 Value Expansion Representative in the district
Responsible to execute the business development plan, value expansion plan and sales plan to achieve revenue targets, higher profitability. Higher retention rates and higher share of wallet for existing customer base
Assist Ambassadors and Value Expansion Representative with growing the business, adding assays, ensuring contract compliance, and conducting business reviews with emphasis on pricing/profitability policies
Act as a trusted partner for all customers and develop and maintain relationships with all key accounts in the district
Responsible for managing and delivery of first line service support and escalations through to resolution
Responsible for Abbott adherence to customers contractual obligations and customer adherence to their contractual commitments
Implementation of the Abbott customer experience standardized trainings, processes, procedures and reporting in the District
Success in this role and in the region is measured by business retention - contract renewal rate, economic profitability EP, Service Level (SLA)
Revision Achievement, customer satisfaction and loyalty NPS scores, and sales revenues
Knowledge, Skills and Abilities
Proven Sales and or Customer Service Management leadership track record - With a responsibility of managing and delivering regional sales .
Minimum of 5 years proven track record in the Diagnostics Industry with an emphasis on managing say to day sales or service, menu expansion and profitability
Successful engagement with customers specifically senior management and key stakeholders
Working Healthcare and diagnostics industry knowledge that includes the following:- changing market dynamics, key competitors, terminology, challenges and regulations
Strong selling and relationship building skills
Strong communication skills
Pragmatic and balanced approach to management combining strategic planning, operational excellence and flawless execution
Team oriented - builds strong relationships at every level of the organization and is a strong motivator who knows how to influence and get others to consistently do their best work. Overcomes barriers within own organization, peer organization and virtual organization
Ideal candidate has a collaborative management style and disposition and is capable of working in a matrix organization with a strong culture of virtual working teams
Service orientated p achieves exceptional levels of customer satisfaction by understanding customers needs and overcoming all hurdles and adapting product and service delivery to meet those requirements
This position requires the willingness and ability to travel on a frequent basis up to 4 days per week
Candidates must be fluent in local language and English, additional languages are advantageous
University Degree or preferably advanced degree ideally in medical technology, Life Sciences or Business
Key Performance Metrics
Country Sales & Margin
100% renewal rate of profitable business
Service Cost per Instrument