Job Description

The Sr. Manager, Complex Account Enablement & Support- Leads and manages customer enablement & support activities across all Aesthetics brands for Strategic/Large accounts. This leader supports the Order to Cash process by ensuring the execution of key pillars of the customer journey to include Customer Enablement, Order fulfillment, Invoice to Cash, and Returns Material Processing. This position will work with a cross functional team to ensure onboarding, account maintenance, and order management activities are executed effectively and efficiently to create a best-in-class experience for our customers and support the growth of revenue.

· Support strategy development and tactical execution of activities across the customer journey for Aesthetics brands.

· Leads and coaches team and sets performance standards to meet KPIs and individual performance.

· Leads or participates in customers meetings to ensure customer needs are identified and addressed.

· Manage the recruiting, hiring and training process. Oversee the ongoing development of associates.

· Execute KPIs across the customer journey that support revenue growth, improve the customer experience and enhance productivity.

· Execute policies and procedures that govern account onboarding and data maintenance and ensure compliance.

· Collaborates with others to ensure integrity of data, following AbbVie formats of compliance and legal standards.

· Ensure all order management activities are executed effectively and efficiently to support revenue growth and minimize impact to company financials.

· Work closely with cross functional team to facilitate timely engagement and onboarding of customers to facilitate revenue growth.

· Partner with teams across customer operations and sales to address issues preventing customers from doing business with us.

· Partner with Business Technology and Customer Operations Enablement team to drive innovative automated solutions increasing team productivity and decreasing costs.

· Partners with leadership to align customer operations department policies and systems with the company's objectives.

· Relentlessly improve and simplify all processes through root cause analysis positively impacting customer experience in measurable terms.

· Performs other related duties as assigned

Qualifications

· Minimum 5 years’ experience leading a team within a high-touch, customer focused B2B or B2C environment.

· Demonstrated ability to lead a team to achieve challenging goals and standards.

· Proven expertise in implementing Key Performance Indicators that resulted in process improvement.

· Ability to build strong internal and external relationships through collaboration and teamwork.

· Proven experience simplifying processes leveraging people, process, and technology.

· Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.

· Experience partnering with IT and 3rd party companies to implement Contact Center best practices and technology.

· Proven experience supporting sales teams, customers and presenting updates and solutions to team.

· Successful experience working in a sophisticated, complex corporate environment, as defined by size, geographic presence and/or organizational structure.

· Experience developing people and teams.

· Bachelor’s degree or equivalent number of years of experience. MBA preferred.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

• This job is eligible to participate in our long-term incentive programs​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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