Overview

Position summary:

Do you want to make a difference to Omnicell and our customers? Are you passionate about solving complex problems? Are you team-oriented? This strategic role is a crucial position within the Customer Experience Strategy Organization responsible for resolving our highest customer escalations and driving improvements across Omnicell to avoid future critical escalations.

The Critical Account Manager (CAM) is the driving force and leader behind resolving our most critical customer escalations by directing the required company’s resources in a coordinated effort to return customer confidence and a growth mindset. The CAM will lead cross-functional teams to resolve customer and systemic critical issues and identify root causes to ensure similar issues do not impact other customers. The CAM provides objective insight and direction to internal Omnicell teams and the customer to ensure a way forward is agreed to and implemented.

Responsibilities:

• Create and lead cross-functional, geographically dispersed teams focused on resolving critical customer issues with the goal of restoring customer confidence.
• Communicate critical issue status to Omnicell stakeholders, including EVP levels and customers.
• Deliver weekly, monthly and quarterly reports on Critical Account engagements, systemic trends, data insights and learnings.
• Support other Critical Accounts team members.
• Help shape and define Critical Accounts, driving continuous improvement by proactively addressing problems.

Experience:

• • Intellectually curious leader with a passion for solving the most challenging customer issues
  • Proven track record delivering results that require cross-functional engagement of geographically dispersed teams, with members outside your span of control
  • Excellent communication and presentation skills, including internal and external customers at all levels up to and including C-suite
  • Excellent project management skills with the ability to handle multiple projects at a time and effectively prioritize to achieve optimal results
  • Demonstrated experience using data to help identify the root cause and show customer progress in the engagement
  • Strong, active listener with interpersonal skills which enable gaining a clear understanding of the problems that matter most to the customer
  • Willing to do what is right for customers, the company, and team members in all circumstances
  • Understanding of healthcare industry and business concepts is desired
  • Comfortable dealing with ambiguity
  • Self-starter who can work independently with minimal supervision
  • Ability to operate effectively in a matrix environment with distributed teams

Basic QualificaTIons

• 7+ years experience in customer operations
• 3+ years project management experience leading multiple projects simultaneously and measuring project results
• 3+ years’ customer escalation management experience

PREFERRED QuALIFICATIONS

• • Bachelor’s degree
  • Client relationship management experience
  • Customer resolution experience or crisis management communication experience
  • Experience working directly in healthcare or industry
  • Experience within the pharmacy automation industry or supply-chain experience
  • Process improvement experience – Sig Sigma / LEAN certification
  • Project Management Professional (PMP®) Certification

Work Conditions:

• • Home office based
  • Up to 30% Travel
  • Work across multiple time zones
  • This position will require long periods being stationary in front of a computer and meetings using video conferencing technology.

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About Us

Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so that they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-of-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients - one where medication errors are a thing of the past. You'll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.