Account Manager
Abbott
New Delhi, India
6d ago

JOB DESCRIPTION : JOB DESCRIPTION

JOB DESCRIPTION

Job Title : Account Manager

Location / Site : Jaipur

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 trusted partner to existing customers;
  • build promoters and achieve targeted retention rate;
  • manage and drive development of accounts according to 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 periodic basis;
  • manage 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 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.

    5+ 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;
  • trouble shooting / problem solving skills;
  • computer skills;
  • shows 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.

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