Customer Success Advisor

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

The Opportunity

We are seeking a proactive and consultative Customer Success Advisor to join our growing team. This role blends customer service excellence with strategic outreach and advisory responsibilities. You will engage with customers to ensure satisfaction, identify service needs, and recommend appropriate professional services such as training, implementation support, or optimization consulting. In addition, the role designs, develops, and implements short- and long-term solutions to improve Customer Service and Professional Services processes. It involves monitoring and analyzing service metrics and recorded impacts, supporting team members in resolving issues, and recognizing trends to formulate changes in daily operations. The associate facilitates new product launches by coordinating with all involved departments, manages customer accounts to ensure customer satisfaction, and supports internal teams in resolving order processing and customer issues.

What you'll work on

• Analyzes customer service processes to identify systemic issues and improvement opportunities; designs and leads projects to implement long-term solutions.
• Leads cross-functional coordination and communication for product launches, including pre-launch planning, release logistics, and internal process alignment.
• Supports and mentors team members in order processing and system improvements, providing training and guidance to less experienced staff.
• Cultivates a wide range of internal networks and begins to develop an external network of resources to facilitate completion of tasks.
• May demonstrate basic project management skills by acting as a project lead on small, well defined projects.
• Influence exerted at peer level and occasionally at first levels of management.
• Conduct regular outreach to customers to assess satisfaction, usage trends, and potential service needs.
• Monitor customer health metrics and usage data to identify risks or opportunities for deeper engagement.
• Serve as a trusted advisor, helping customers realize the full value of our software solutions.
• Identify and recommend appropriate professional services (e.g., training, onboarding, configuration support) based on customer goals and challenges.
• Collaborate with the Professional Services team to scope and coordinate service engagements.
• Educate customers on available service offerings and guide them through the engagement process.
• Respond to customer inquiries with empathy and efficiency, ensuring timely resolution of issues.
• Escalate complex issues to technical support or product teams as needed.
• Maintain detailed records of customer interactions, feedback, and service recommendations in CRM systems.
• Partner with Sales, Product, and Services teams to ensure a seamless customer experience.
• Provide feedback to internal teams based on customer insights and service trends.
• Exercises sound judgment and prioritization in daily work, with accountability for decisions impacting timelines and resource allocation.

Required

• Bachelors Degree
• An equivalent combination of education and work experience
• Minimum 2 years relevant experience

Preferred

• Relevant experience preferably in customer service environment.

What We offer

At Abbott, you can have a good job that can grow into a great career.

We offer:

• A fast-paced work environment where your safety is our priority
• Production areas that are clean, well-lit, and temperature-controlled
• Training and career development, with onboarding programs for new employees and tuition assistance
• Financial security through competitive compensation, incentives, and retirement plans
• Health care and well-being programs including medical, dental, vision, wellness, and occupational health programs
• Paid time off
• 401(k) retirement savings with a generous company match
• The stability of a company with a record of strong financial performance and a history of being actively involved in local communities

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.

The base pay for this position is

$60,000.00 – $120,000.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Support Services

DIVISION:

CMI ARDx Cardiometabolic and Informatics

LOCATION:

United States of America : Remote

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf