Job Title: Account Manager

Location/Site:  Guwahati

Department/Division/ Unit: Abbott Point of Care

REPORTING RELATIONSHIPS:

Reports To: Sales manager

JOB DUTIES/ RESPONSIBILITIES/ ACCOUNTABILITIES:

Primary Job Responsibilities:

The individual operates as primary account management contact with customer account; with a focus to improve economic profitability; increase customer loyalty; secure retention; and drive value expansion;

• act as a trusted partner to existing customers;
• build promoters and achieve targeted retention rate;
• manage and drive the development of accounts according to the strategic account plan;
• support first-line implementation and customer training;
• deliver first-line support and technical troubleshooting;
• coordinate order; delivery and billing;

Major Job Responsibilities:

Responsible for compliance with applicable Corporate and Divisional Policies and procedures.

Responsible for implementing and maintaining the effectiveness of the Quality System. Responsible for increasing utilization/cartridge usage/Menu expansion;

Retention rate:

• ensure instrument analytical turnaround time (uptime/repair/maintenance);
• conduct customer business review on a periodic basis;
• manage the customer relationship and thoroughly plan; prepare and follow up customer visits;
• identify customer training requirements;
• coach customers and share knowledge;
• identify and resolve customer pain points
• replenish and control inventory;
• build image and brand in eyes of the customer;
• sell or reinforce Abbott’s total solution value offering;

Revenue:

• menu expansion;
• service sales;
• product promotion;
• value creation;
• order management;

• contract management;
• identify/open door for opportunity to expand offering into other departments;
• customer consumables management;
• new assay launch and applications;

Value Creation and Expansion:

• price management;
• service sales;
• free of charge control; and menu expansion;
• lifecycle management of product;
• service cost management;
• CPR management;
• volume management/utilization;

Build promoters:

• NPS responsibility;
• management of inter-client relationships;
• develop Key Opinion Leaders;

Analytical Turn Around Time:

• assay availability and performance;
• instrument installation & commissioning;
• first-line level service/fixes;
• TSB’s-hardware & software upgrades;
• proactive monitoring and communication via Abbott Link when available;
• escalation & support and customer inventory;

Systems & Tool Management:

• maintain customer contact forms on monthly basis;
• available sales tool for effective sales delivery;
• CMS Next tickets when available; and a force use and maintenance.

JOB SPECIFICATIONS:

Skill, Education, Experience

Bachelor’s degree or equivalent experience (1-4 years) required.

1-4 years relevant experience with instrumentation utilized in a laboratory environment, or directly in a laboratory environment, field service, or technical call center to include:

• experience providing technical product application and/or hardware support;
• experience interfacing with customers;
• strong people management and communication skills;
• troubleshooting/problem-solving skills;
• computer skills;
• shows the ability to prioritize independently;
• negotiation skills;
• demonstrated sales skills;
• commitment to customers;
• service-minded;
• basic application know-how;

KEY COMPETENCIES REQUIREMENTS:

Competencies

• Demonstrates innovation, adaptability and schedule flexibility. Considers a dynamic environment as an opportunity to learn and grow.
• analyzes discrete issues and provides solutions; identifies missing information or recognizes underlying issues; organizes thoughts and information into clear explanations or presentations;
• anticipates, identifies and meets internal and external customer needs and requests; resolves conflicts; maintains a professional demeanor under stressful conditions;
• makes logical timely decisions based on analysis and experience;
• effectively manages time; prioritizes tasks and defines tasks necessary to meet goals; organizes own activities and time to complete multi-faceted tasks and assignments; manages daily workload related to call documentation;
• adheres to proper call documentation;
• displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships;

Position Accountability / Scope:

• This position is accountable for the following:
• This position is very visible and will influence customer purchase decisions.  Exhibits a high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers.
• Monitor and maintains customer satisfaction through direct contact.
• Adheres to safety guidelines, policies and procedures.