Remote Customer Success Manager

Summary

Join Allergan Data Labs as a Customer Success Manager and contribute to the growth of the medical aesthetics business at AbbVie. As a key member of the team, you will report to the Associate Director, Customer Success, and collaborate with stakeholders across the business to solve technical problems.

Requirements

• College diploma
• 5-7 years' experience in a customer success, training or teaching capacity
• Highly competent facilitation, interpersonal, and communication skills
• Skilled at video conferencing including managing chat
• Self-motivated and well-organized
• Strong curiosity and always looking at ways to understand more
• Advanced computer skills, specifically in tools such as Salesforce (or other major CRMs), Gainsight (or other CS tools), Microsoft and Google suite of products, chat and video conferencing tools
• 1-2 years experience with LMS software
• General knowledge of Allē and/or Aesthetics Industry a plus

Responsibilities

• Develops innovative solutions to resolve highly complex and highly visible escalation issues
• Orchestrates resources to improve the customer support experience
• Creates communication plans and communicates status updates to internal and external contacts
• Designs and coordinates resources to lead strategic projects that improve resolution times, customer satisfaction, and support experience
• Drives opportunities across stakeholder groups in postmortem discussions and offers strategic proposals to go to market leaders on improvements to remediate future issues
• Manages relationships with leaders across teams and establishes accountability to remove roadblocks
• Identifies systematic patterns of issues and gains buy-in from go to market leadership to address trends and confirm root cause
• Resolves strategic issues with other leaders to ensure existing processes are not a blocker to customer issue resolution
• Acts as a technical expert for the business on conference calls to implement standards used by others that represent the company
• Ensures go to market leaders stay informed of the response and resolution status of customer issues
• Expands network of relationships with internal and external teams and partners and proactively communicates with go to market leadership on a broad range of escalated issues that are highly complex in scope and oversees their resolution
• Removes barriers around systematic issues and process breakdowns across businesses to drive desired customer outcomes
• Creates strategy for process improvements and assigns ownership across project or workgroups to improve internal processes
• Creates summaries and creates strategies to resolve reoccurring issues across functions

Benefits

• Competitive salary
• Competitive annual bonus targets
• 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus)
• RSU grants (Long Term Incentives) for approved roles
• Comprehensive medical, dental, vision and life insurance
• 17 paid holidays per year, including 3 floating holidays
• Annual Paid Time Off (PTO), with separate sick days
• 12 weeks paid Parental Leave
• Caregiver Leave
• Adoption and Surrogacy Assistance Plan
• Flexible workplace accommodations
• Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles
• Tuition reimbursement
• A MacBook Pro and accompanying hardware to do great work
• A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more
• Generous discounts on SkinMedica skin care products