What are the responsibilities and job description for the Customer Escalation Manager position at Omnicell?
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 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-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!
Critical Account Manager (CAM)
This role is a key position within a newly created strategic team, Critical Accounts, accountable for restoring customer confidence when normal escalation channels don’t produce the desired results. This role will drive the resolution of critical customer escalations by directing the required company’s resources in a coordinated effort to return customer to a growth mindset.
The Critical Account Manager (CAM) will lead cross-functional teams to resolve customer 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 cases, systemic trends, data insights and learnings.
- Support other Critical Account 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 improve customer experience
- Strong active listener with interpersonal skills to gain 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
- 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 (BQ):
- 10 years’ experience in customer operations
- 5 or more years managing multiple projects
PREFERRED QUALIFICATIONS (PQ):
- Bachelor’s degree
- Customer assurance or client relationship management experience
- Crisis Management Communication experience
- Incident Management experience
- Experience working directly in healthcare or industry preferred
- Experience within pharmacy automation industry or supply-chain experience
- Process improvement experience – Sig Sigma / LEAN certification, workflow mapping
- Previous experience helping develop tools to further improve the customer experience
- Program Manager (PgM)
- Project Management Professional (PMP)
WORK CONDITIONS:
- Home office based
- Up to 30% Travel
- Work across multiple time zones
- This position will require long periods of time being stationary in front of a computer and meetings using video conferencing technology.
To protect our employees and those who spend time at our facilities, and as may be required by our customers, Omnicell requires most U.S. employees to be fully vaccinated for COVID-19 or obtain an approved exemption from Omnicell as an accommodation for a disability or sincerely held religious belief or practice.
Compensation will vary based on region. For the state of Colorado only, expected pay is $97,000 to $125,000. Benefits can be found on www.omnicellbenefits.com
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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.
Salary : $97,000 - $125,000
