At Abbott Toxicology, a part of Abbott’s Diagnostics family of businesses. We bring together dedicated experts and advanced technologies to support toxicology testing services across a wide range of industry sectors globally. Delivering critical insights that aid in the detection, treatment, and management of substance use and exposure. Our mission is to provide reliable, timely, and actionable information that supports safer and healthier outcomes for individuals and communities.
As a Customer Success Executive, you will play a critical role in managing the end-to-end experience for customers using our Drug & Alcohol (D&A) testing programs. Drawing on your experience in compliance-focused services, you will ensure our customers receive a consistently high standard of support, from program delivery to data insights and account growth. This is a fantastic opportunity for someone who has already worked in D&A testing, occupational health services, or related regulated sectors, and who wants to be part of a growing, customer-centered business.
This job description will be reviewed periodically and is subject to change by management.
RESPONSIBILITIES:
1. Act as the primary contact for a portfolio of customers, overseeing the smooth delivery of their D&A testing programs, including pre-employment, random, and post-incident testing.
2. Support the implementation of new contracts and transitions of existing programs to ensure a seamless customer experience.
3. Contribute to the preparation of proposals and presentations to support customer development and retention.
4. Ensure services are delivered in line with industry regulations, contractual obligations, and internal compliance standards and endorsing standard process where possible, limiting bespoke and manual processes.
5. Proactively manage the service to customers, troubleshooting issues with urgency and accuracy.
6. Collate and interpret testing data, preparing reports that highlight trends, compliance performance, and areas for improvement.
7. Support quarterly and annual review meetings by providing meaningful insights.
8. Work in partnership with the Customer Ambassador to identify opportunities to enhance service provision, extend program coverage, or introduce new services.
9. Act as a key liaison between commercial and operational teams, ensuring seamless communication, efficient collaboration.
10. Liaise closely with other operational teams, laboratory services, and collection network to maintain service excellence.
11. Support project work and initiatives that drive innovation and compliance within the service.
ABOUT YOU:
12. Proven experience in customer success, account management, or service delivery within Drug & Alcohol testing, occupational health, laboratory services, or other regulated sectors.
13. Confidence in interpreting and explaining data, with experience preparing customer reports and performance summaries.
14. Excellent communication and relationship-building skills across a diverse range of stakeholders.
15. Strong problem-solving capability, resilience under pressure, and the ability to adapt to changing priorities.
16. Highly organised with an eye for detail and a proactive approach to service improvement.
17. Comfortable working with customer contracts and service level agreements.
QUALIFICATIONS:
18. Educated to degree level or equivalent work experience.
19. Good working knowledge of Microsoft applications
20. Experience in Salesforce and Sage is advantageous
COMPETENCIES:
21. Customer Obsessed: You will focus on delivering exceptional service promptly, always prioritising customer needs and exceeding their expectations.
22. Pioneering: Continually seek to improve processes to enhance customer exeprience, collaborating with the wider business.
23. Achiving: Communicate effectively to ensure customers receive timely and accurate information.
24. Caring: Support our customers and colleagues to achieve positive outcomes, considering the impact of actions and decisions on all stakeholders.
25. Enduring: Champion, implement and maintain processes that ensure long-term success and growth of the customer base.
An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.
We provide reasonable adjustments to qualified individuals with disabilities. To request a reasonable adjustment, please speak to your line manager or HR contact.