Critical Account Manager

Why Join Omnicell

Are you passionate about solving complex problems and making a real impact for customers At Omnicell were looking for aCritical Account Manager (CAM)to join ourCustomer Experience Strategyteam. In this strategic role youll collaborate with cross-functional geographically dispersed teams to resolve our most critical customer escalations and drive systemic improvements across the organization.

This is an opportunity to lead high-visibility initiatives influence executive stakeholders and shape the future of customer experience at Omnicell.

What Youll Do

Purpose:Lead the resolution of our highest-priority customer issues while driving long-term improvements that prevent future escalations.

As aCritical Account Manager you will:

Primary Impact:Serve as the driving force behind restoring customer confidence and ensuring Omnicell delivers on its promise of excellence.

• Lead cross-functional teams Coordinate geographically dispersed teams to resolve critical customer issues and restore trust.
• Communicate with impact Provide regular updates to internal stakeholders (including EVP-level leaders) and customers on issue status and resolution progress.
• Deliver insights Produce weekly monthly and quarterly reports on critical account engagements systemic trends and key learnings.
• Support and shape the program Mentor peers on the Critical Accounts team and help define and evolve the program through continuous improvement efforts.

Who You Are

• 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 levelsup to and including C-suite

  • Excellent project management skills with the ability tohandle multiple projects at a time and effectively prioritizeto achieve optimal results

  • Demonstrated experienceusingdata 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

Minimum Qualifications

• 7 years of experience in customer operations
• 3 years of project management experience leading multiple initiatives simultaneously
• 3 years of experience managing customer escalations

Preferred Qualifications

• Strong communication and presentation skills including experience engaging with C-suite stakeholders
• Proven ability to lead cross-functional teams outside your span of control
• Data-driven mindset with experience using insights to identify root causes and track progress
• Excellent project management and prioritization skills
• Comfortable working independently and navigating ambiguity
• Understanding of healthcare industry and business concepts
• Bachelors degree or equivalent experience
• Experience in client relationship management or crisis communication
• Background in healthcare pharmacy automation or supply chain
• Process improvement experience (e.g. Six Sigma or LEAN certification)
• PMP Certification

How Youll Elevate at Omnicell

At Omnicell success isnt just about what you achieveits about how you achieve it. As aCritical Account Manager you will:

• Collaborate Build strong networks across departments to drive resolution and share knowledge.
• Inspire Influence and engage stakeholders at all levels to foster a culture of accountability and excellence.
• Develop Continuously learn and support the growth of others through mentorship and knowledge sharing.
• Execute Own outcomes set clear priorities and deliver results that matter.
• Impact Challenge the status quo drive innovation and align customer success with business goals.