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Abbott Informatics Customer Experience Manager in United States

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of Informatics Customer Experience Manager is within our Informatics/Operations Team. This role functions as the liaison , on behalf of the customer to cross-functional teams: Engineering development, Customer support, Sales, Marketing and Operations teams.


  • The Informatics Customer Experience Manager is a subject matter expert (SME) for the customer interaction with the RALS Software Product.

  • Work with our customers to Provide the best RALS software product experience, driving product adoption and outcomes leading to new product purchases, renewals, expansion, and advocacy across the RALS product portfolio.

  • Understand the customer’s needs and provide resources and tools to educate the customer about the RALS product.

  • Represent the voice of the customer to provide input into every core product, marketing and sales process by maintaining knowledge of current laboratory and point of care testing regulatory requirements and best practices.

  • Designs, develops, maintains and updates web-based customer facing product experience material.

  • Support the Marketing team by conducting on-site RALS User Groups and Customer Symposiums.

  • Entirely responsible for managing the Monthly Customer Webinar series

  • Utilize CRM to document the completion of customer experience sessions and communicate effectively with other project stakeholders.

  • Act in a consultative role to provide the customer with tools for the most efficient use of RALS functionality and products.

  • Seasoned Professional who work closely with the engineering team to develop and maintain an extensive library of RALS customer product experience outlines

  • Participates in customer support product experience complaints and inquiry escalations

  • Perform other duties and projects as assigned.


  • BA/BS Minimum

  • Ideally 6+ years of experience in Medical Laboratory Technology,

  • Familiarity with Laboratory/Point-of-Care testing terminology and regulations

  • Ability to create structure in ambiguous situations and design effective processes.

  • Independently performs assignments with instruction limited to results expected. Determines and develops approach to solutions

  • Exceptional communication skills, highly organized, collaborative and detail oriented

  • Experience working with large enterprise customers


  • Exceptional oral, written and interpersonal communication skills

  • Must possess the ability to professionally represent Abbott Rapid Diagnostics Informatics’ organization to internal and external customers.

  • Public speaking and presentation skills

  • Microsoft Office with Strong PowerPoint skills.

  • Articulate experience preferred but not required

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities. To request an accommodation, please send an email to

About Abbott

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 103,000 colleagues serve people in more than 160 countries.

Connect with us at , on LinkedIn at , on Facebook at and on Twitter @AbbottNews and @AbbottGlobal.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email