Customer Success Manager

Job Description

Customer Success Manager

The Customer Success Manager (CSM) position is responsible for expanding and developing long-term partnerships with their portfolio of assigned partners by connecting with key business stakeholders. Responsibilities are to provide value added solutions to the existing platforms, which will include add on solutions / upgrades or new solutions. The CSM will also be the critical contact for resolving issues with our current platform and leveraging their great relationships to create a path to a solution. Day to day interaction can vary from store level pharmacy managers to chain Directors and or VP's. The CSM will work with partner C-Suite and VP's in providing value-based results with our existing solutions through quarterly business reviews and / or annual account reviews.

Responsibilities

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Enable successful roll-out of solutions, including collaboration with various internal resources including Operations, Training, Marketing and Product teams.
• Develop and maintain relationships with assigned accounts key business leaders
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as advocates (e.g. testimonials, case studies)
• Develop and maintain relationships with senior level executives at assigned accounts to identify opportunities, develop alliances and ensure customer needs are met.
• Act as both the internal and external customer liaison, serving as the customer sponsor, including monitoring and supporting all activity through the appropriate part of our organization and escalating customer issues quickly if problems are not being addressed sufficiently
• Represent the voice of the customer to inform our value and product roadmap
• Conduct presentations, demonstrations, and corporate site visits.
• Work with internal teams (Sales Support, Marketing, Operations, IT, Finance, Technical Support) to assist in understanding and meeting customer requirements. Provide direction and coordinate activities to support customer needs. Research, develop and communicate corrective actions needed to resolve problems. Set appropriate expectations with internal teams. Negotiate timelines and ensure that all deadlines are achieved.
• Meets assigned goals for quota attainment, account strategy development, revenue retention and growth and reference ability in assigned accounts

Required Knowledge and Skills

Basic Qualifications

Preferred Qualifications

Work Conditions

About Us

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider's most trusted partner by our guiding promise of "Outcomes. Defined and Delivered."

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.

Our guiding principles inform everything we do :

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

About the Team

Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at Recruiting@omnicell.com.

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.