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Customer Success Manager

Remote

Allergan Data Labs is on a mission to transform the Allergan Aesthetics beauty business at AbbVie, one of the largest pharmaceutical companies in the world. Our iconic brands include BOTOX® Cosmetic, CoolSculpting®, JUVÉDERM® and more. The medical aesthetics business is ripe for rapid growth and disruption, and we are looking to add to our high performing team to do just that. 

Our team has successfully launched a new and innovative technology platform, Allē, which serves millions of consumers, tens of thousands of aesthetics providers and thousands of colleagues throughout the US. Since its launch in November 2020, Allē has delivered curated promotions, personalized experiences and had millions of consumers use it as part of their beauty journey. 

We’re looking to add to our team as we prepare to launch a new array of game-changing technologies on our successfully adopted platform. If you’re interested in working within a startup-oriented environment, while having the backing of a very large company, please read on.

As Customer Success Manager, you will report to the Associate Director, Customer Success, as well as continuously collaborate with key stakeholders across the business to solve the most important technical problems.

The Customer Success Manager is responsible for educating and empowering our business customers to effectively utilize the Allē for Business suite of products. Training curriculum may be delivered via various blended learning options, including live virtual webinars, recorded webinars, and recorded GIFs to ensure effective and engaging learning experiences.

Key Responsibilities

Customer Resolution

  • Develops innovative solutions to resolve highly complex and highly visible escalation issues, playing a key role in development of protocols for escalating issues. Establishes relationships with various internal and external teams and gains buy-in to resolve customer issues by establishing strategic projects. Develops strategic actions plans to resolve highly complex customer issues and prevent future problems from occurring.

  • Orchestrates resources to improve the customer support experience. Represents the business as a leading expert in one or two technical areas. Identifies and shares best practices across functional teams to support the customer experience.

  • Creates communication plans and communicates status updates to internal and external contacts, for highly complex and highly visible escalation issues through various channels of communication for highly sensitive or difficult issues.

  • Designs and coordinates resources to lead strategic projects that improve resolution times, customer satisfaction, and support experience, making changes to ensure consistency across teams.

  • Drives opportunities across stakeholder groups in postmortem discussions and offers strategic proposals to go to market leaders on improvements to remediate future issues.

     

Collaboration

  • Manages relationships with leaders across teams and establishes accountability to remove roadblocks. Uses knowledge of business impact to establish processes and written protocols that ensure customer issues are resolved. Identifies reoccurring roadblocks across regions and coordinates teams and resources to resolve them.

  • Identifies systematic patterns of issues and gains buy-in from go to market leadership to address trends and confirm root cause. Resolves strategic issues with other leaders to ensure existing processes are not a blocker to customer issue resolution. Develops and documents best practices for team members on achieving best in class reactive support outcomes.

     

Communication

  • Acts as a technical expert for the business on conference calls to implement standards used by others that represent the company. Ensures go to market leaders stay informed of the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution. Ensures agreement across the business around customer and field expectations and resolution.

  • Expands network of relationships with internal and external teams and partners and proactively communicates with go to market leadership on a broad range of escalated issues that are highly complex in scope and oversees their resolution.

     

Process Improvement

  • Removes barriers around systematic issues and process breakdowns across businesses to drive desired customer outcomes. Creates strategy for process improvements and assigns ownership across project or workgroups to improve internal processes. Leads communication with project owners and internal stakeholders to manage project expectations.

  • Creates summaries and creates strategies to resolve reoccurring issues across functions. Establishes best practices to create strategy and gains buy-in from go to market leadership to resolve systemic issues.

 

Required Qualifications

  • College diploma

  • 5-7 years' experience in a customer success, training or teaching capacity

  • Highly competent facilitation, interpersonal, and communication skills

  • Skilled at video conferencing including managing chat

  • Self-motivated and well-organized

  • Strong curiosity and always looking at ways to understand more

  • Advanced computer skills, specifically in tools such as Salesforce (or other major CRMs), Gainsight (or other CS tools), Microsoft and Google suite of products, chat and video conferencing tools

  • 1-2 years experience with LMS software

  • General knowledge of Allē and/or Aesthetics Industry a plus

  • Team player with the ability to build and sustain credibility with Allergan customers and internal teams

  • A great attitude and proven ability to be an effective collaborator

  • Must have the ability to work off standard hours, as required

  • Minimal travel <25%

Our Core Values 

  • Be Humble: You’re smart yet always interested in learning from others. 

  • Work Transparently: You always deal in an honest, direct and transparent way. 

  • Take Ownership: You embrace responsibility and find joy in having the answers. 

  • Learn More: Through blog posts, newsletters, podcasts, video tutorials and meetups you regularly self-educate and improve your skill set. 

  • Show Gratitude: You show appreciation and return kindness to those you work with. 

Perks 

  • Competitive salary. 

  • Competitive annual bonus targets. 

  • 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus).  Plus additional company contribution. 

  • RSU grants (Long Term Incentives) for approved roles. 

  • Comprehensive medical, dental, vision and life insurance. 

  • 17 paid holidays per year, including 3 floating holidays. 

  • Annual Paid Time Off (PTO), with separate sick days.

  • 12 weeks paid Parental Leave.

  • Caregiver Leave.

  • Adoption and Surrogacy Assistance Plan.

  • Flexible workplace accommodations. 

  • Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles.

  • Tuition reimbursement. 

  • A MacBook Pro and accompanying hardware to do great work. 

  • A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. 

  • Generous discounts on SkinMedica skin care products. 

 

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.

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.

Compensation Range (Minimum - Maximum)

$91,500 - $173,500 USD

 

 

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