Reports to (role):

Informatics Technical Service Manager (ITSM) / Service Manager

Drive the IT implementation for Abbott Diagnostics laboratory software solutions and related professional services and generate new business by developing existing customer accounts. Support the organisation in driving customer satisfaction through the delivery of excellent post-sales support and the continuous application of product updates and improvements. Provide expert application knowledge and external training programmes.

Major Responsibilities

• Ensures all IT projects are delivered and executed as per Statement of Work (SOW) to meet the customer expectation and vision
• Assists in the preparation of a statement of work documents ensure that all relevant information is recorded
• Specifies the appropriate hardware solution for our IT solutions and where appropriate liaise with third party IT hardware providers
• Performs initial workflow analysis prior to onsite deployment activities
• Performs the software installation and configuration (including OS, application, and database)
• Delivers structured software application product training to the end-user
• Provides comprehensive support for all entire IT solutions.  Support may be delivered by telephone, remote access, or on-site
• Achieves consistent high level of customer satisfaction as measured by NPS
• Supports the sales team to manage all post-sales IT activities and provide expert knowledge
• Maintain and develop new business with existing customers throughout their contract by optimizing our IT products and quality of service
• Use customer contact activities tools and systems and update relevant information held in these systems
• Supports the commercial procurement process by assisting in the provision of technical information and responses

Expected Results

• Drives the IT implementation process and execution according to the customer vision
• Supports the customer experience team in the renewal of existing business by optimizing our IT solutions throughout the contract.  Seeks to expand existing customer product utilization
• Ensures excellent customer satisfaction as measured by NPS

Knowledge, Skills, and Abilities

• Clearly comprehends the role of IT in Laboratory Medicine
• Excellent interpersonal and influencing skills                    
• Willingness to work in cross-functional teams
• Actively seeks to understand customers circumstances, problems, expectations, and needs
• Demonstrable track record in a customer-facing post-sales support role Ideally he/she will have a minimum of 4+ years of appropriate experience
• Must be team orientated, analytical, highly organized, a good communicator with high-level problem-solving skills.
• Excellent communication skills. Ability to adapt to change.

Key Performance Metrics

• Customer satisfaction score (Net Promoter Score NPS)
• Assists in achieving sales quota & revenue  
• Provides a minimum of 10 sales leads each year to the sales team
• Drives TOR at a customer site based on project timelines
• Ensures that all IT projects are delivered within the forecasted budget