Customer Success Manager II

Customer Success Manager II (Remote)

Why Join Omnicell

As a Customer Success Manager for Omnicell you will be a strategic partner and trusted advisor to our customers playing a pivotal role in aligning their goals with our solutions to drive measurable outcomes. Youll be at the forefront of enhancing customer satisfaction retention and growth by developing tailored success strategies solving complex challenges and influencing cross-functional initiatives.

What Youll Do

As a Customer Success Manager II you will:

• Serve as a trusted advisor to assigned customers by building strong long-term relationships and developing a deep understanding of their business needs to deliver a best-in-class customer experience.
• Leverage data-driven insights to craft and present compelling actionable recommendations during regular value meetings highlighting areas for improvement and reinforcing the value of Omnicells solutions.
• Lead escalation management processes with professionalism and urgency ensuring accountability across all parties while maintaining a balance between customer advocacy and business needs.
• Act as a strategic liaison between customers and internal teams (including Support Product Management Professional Services and Training) to coordinate resources and remove obstacles to product adoption.
• Provide critical insights and field experience to cross-functional teams (e.g. Product Engineering Customer Success) to inform decisions and drive impactful customer outcomes.
• Continuously assess and validate customer outcomes through direct conversations analysis of customer health metrics and structured success feedback sessions.
• Develop and implement Joint Success Plans with customers defining measurable goals that support their strategic objectives.
• Relied upon to be the customer expert.

Who You Are

Basic Qualifications:

• Bachelors degree or in lieu of a degree equivalent experience in healthcare technology clinical support or pharmacy operations will be considered.
• At least 4 years in a customer-facing role driving operational improvements and supporting adoption of technology in complex healthcare settings.
• Proven track record of overseeing multiple client engagements simultaneously with strong prioritization and organizational skills to ensure timely and effective outcomes.

Preferred Qualifications:

• Deep understanding of Omnicell products and pharmacy workflows.
• Strong project management skills with the ability to prioritize multiple initiatives in a fast-paced setting.
• Extensive experience in issue resolution including escalation management and navigating challenging conversations.
• Experience using data insights to articulate value propositions and optimize product performance for clients.

How Youll Elevate at Omnicell

At Omnicell success isnt just about what you achieve - its about how you achieve it. We embed Elevate Behaviors in everything we do. As a Customer Success Manager you will:

• Collaborate Foster strong partnerships share insights and champion the customer voice to drive satisfaction product adoption and long-term success.
• Inspire Positively influence and empower those around you to foster a high-performing inclusive culture built on collaboration and mutual support.
• Develop Continuously invest in your growth to become the best Customer Success Manager you can beactively seeking feedback learning new strategies and refining your skills to better serve customers support your team and drive long-term value.
• Execute Drive execution with precision and accountabilitytranslating customer goals into actionable plans managing deliverables across teams and ensuring timely high-impact outcomes that enhance customer satisfaction and retention.
• Impact Act independently and make sound decisions that enhance customer relationships and contribute to future product growth and sales opportunities.

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