**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.

+ Intellectually curious leader with a passion for solving the most challenging customer issues

**Experience:**

+ 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

+ Bachelor’s degree

**PREFERRED QuALIFICATIONS**

+ 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.

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:

+ As **Passionate Transformers** , we find a better way to innovate relentlessly.

+ Being **Mission Driven,** we consistently deliver on our promises.

+ Our **Entrepreneurial** spirit makes the most of EVERY opportunity for innovation.

+ Understanding that **Relationships Matter** creates synergies that yield the greatest benefits for all.

+ In **Doing the Right Thing** , we lead by example in ALL we do.

We value creating an inclusive culture and a healthier world through ESG initiatives, Employee Impact Groups, learning, well-being programs, and more. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

Job Identification: 2649

Job Category: Professional Services

Posting Date: 03/26/2024, 5:13 PM

Job Schedule: Full time

Locations: Austin, TX, United States

Phoenix, AZ, United States

Seattle, WA, United States

Chicago, IL, United States

Job Level: Experienced

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.