Customer Success Manager III (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. You'll 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 You'll Do
As a Customer Success Manager III, 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 Omnicell's 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 Sales, Support, Product Management, Professional Services, and Training) to coordinate resources and remove obstacles to product adoption.
- 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.
- Provide critical insights and field experience to cross-functional teams (e.g., Product, Engineering, Customer Success) to inform decisions and drive impactful customer outcomes.
- Display strong business acumen with a consultative approach; capable of linking product value to customer KPIs and strategic goals.
- Develop and implement renewal processes to ensure customer satisfaction with subscription-based services.
- Demonstrated ability to deliver compelling customer testimonials with significant business impact displaying trust partner status.
- Strong executive presence with the ability to build trust and credibility in high-stakes conversations.
Who You Are
Basic Qualifications:
- Bachelor's degree, or in lieu of a degree, equivalent experience in healthcare technology, clinical support, or pharmacy operations will be considered.
- At least 6 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.
- Ability to identify opportunities and drive growth within a customer base.
How You'll Elevate at Omnicell
At Omnicell, success isn't just about what you achieve - it's 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 be-actively 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 accountability-translating 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.
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.
- Intellectually Curious, eager to think deeper to learn and improve.
- In Doing the Right Thing, we lead by example in ALL 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.