Customer Onboarding Specialist, Allergan Aesthetics

2 weeks ago

Markham, Canada ABBVIE Full time

Joining AbbVie means you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada whereby 92% of our employees are proud to say they work for AbbVie.

When choosing your career path, choose to be remarkable.

AbbVie’s mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women’s health, and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio.

The Customer Onboarding Specialist (COS) plays a critical role in providing high quality, personalized service to our Allergan Aesthetics customers and ensuring they are set up for immediate success.

The COS represents the Allergan Aesthetics product portfolio to new customer leads and onboards them into Allergan Aesthetics. In addition, they are responsible for generating interest among new and emerging customers for partnership with Allergan Aesthetics, qualifying new leads, segmenting new customers for appropriate customer journey, assisting in customer account creation and closing initial product sales. The COS will serve as the primary Allergan Aesthetics representative until the new customer/account is warmly transitioned to their sales representative and is thus also responsible for customer product and program education, product adoption, and omnichannel customer communications. In addition, this role will actively contribute to the enhancement of customer loyalty and experience.

The COS will operate in a fast-paced environment that encourages constant improvement and expects top-notch customer service. Responsibilities also include effective collaboration with multiple teams such as the Virtual Sales Team, Field Sales Force, Customer Service, Account Support Team and Accounts Receivable.

**Main areas of responsibility**:

- Serve as primary Allergan Aesthetics representative for prospects and new customers.
- Access needs, qualify, and segment new customers for appropriate customer journey
- Assist with new customer account creation, ensuring a smooth account opening process.
- Serve as lead contact for customers from start of account creation process through to first sale
- Expand, educate and manage new accounts by answering product/program questions, leverage Allergan Aesthetic platforms for training and resource support, and build Allergan Aesthetics loyalty
- Obtain information needed to accurately understand problems and needs; use this information to determine solutions and proactively solve customer problems in a manner that exceeds customer expectations.
- Pre-plan calls and maintain efficient time management skills to ensure maximum customer contact and highest level of customer service.
- Conduct impactful tele-detailing, e-detailing and web meetings using digital sales aids
- Increase customers’ knowledge and understanding of Allergan Aesthetics’ value proposition and awareness of aesthetic products and programs
- Collaborate with Virtual Sales team to effectively transition accounts to Virtual Product Specialists
- Provide vacant territory support to Virtual Sales team as needed
- Complete administrative responsibilities related to lead management process and new customer onboarding.
- Complete administrative responsibilities in an accurate and timely manner including completing Veeva call entry, monthly expense reports, territory account profiles and customer database management
- Monitor and analyze sales dashboards and critical KPIs to optimize results
- Maintain updated knowledge of the industry and competitive products
- Participate fully in team meetings, National Sales meetings, and training and development activities
- Develop and maintain supportive, productive, and effective relationships at all levels within the organization.
- Maintain compliance with all applicable quality and regulatory guidelines as an integral part of business operations.
- Maintain consistent communication with Virtual Sales Manager, Virtual Sales counterparts, Sales team leadership and counterparts, Customer Service and other cross-functional areas on all matters related to the territory and region
- Demonstrate a strong work ethic and represent the Company with high integrity, ethics, honesty, loyalty, and professionalism at all times.

**Education and Experience**:

- Bachelor's degree in Business Administration or related field
- 2+ years of sales experience within the pharmaceutical or healthcare industry (preferably in Aesthetic Medicine) and/or proven track record of selling in a fast-paced, competitive environment
- Virtual, multimedia and/or omnichannel engagement experience strongly

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