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. 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 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 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 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:

• Bachelor's 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 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.

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Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at [email protected] .

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.