Inspired by Care
Since 1992, Omnicell (NASDAQ: OMCL) has been inspired to create safer and more efficient ways to manage medications and supplies across all care settings. As a leader in medication and supply dispensing automation, central pharmacy automation, IV robotics, analytics software, and medication adherence and packaging systems, Omnicell is focused on improving care across the entire healthcare continuum—from the acute care hospital setting, to post-acute skilled nursing and long-term care facilities, to the patient’s home.
Over 4,000 customers worldwide use Omnicell® automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence and improve patient safety.
Omnicell’s innovative medication adherence solutions, used by over 32,000 institutional and retail pharmacies in North America and the United Kingdom, are designed to improve patient adherence to prescriptions, helping to reduce costly hospital readmissions.
Recent Omnicell acquisitions, including Ateb, add distinct capabilities, particularly in central pharmacy, IV robotics, and pharmacy software, creating the broadest medication management product portfolio in the industry.
Customer Experience Manager
Customer Experience Manager
The Customer Experience Manager (CEM) directs issue resolution and customer management for assigned Hospital IDNs. For our customers’ success, the CEM will maintain frequent communication with all customer roles to maximize return on investment and satisfy future needs. This includes facilitation of all relevant internal cross-functional teams to promote optimization and support solution proficiency, with the goal of driving customer adoption, loyalty and satisfaction.
This dedicated team provides proactive engagements to demonstrate the value our customers are receiving from their Omnicell solutions, customer response and customer escalation or follow-up to current challenges. The CEM works directly with the customer, TAC Management, Field Service Management, Sales, Customer Experience Consultants (CEC) and other functional teams to help our customers become quality sites of excellence. Each CEM is assigned several IDN accounts and play a critical role in managing customer satisfaction.
Below are some key objectives of the role.
Know the customer, and educate others about the customer, advocate on customers’ behalf to make sure their needs are understood and addressed appropriately.
Monitor customers’ support activity in order to proactively get ahead of issues and help drive customer adoption, satisfaction, and loyalty.
Establish routine communication with Customers, Support and Account Teams to develop and execute strategies to better meet customer expectations and to ensure collaboration & teamwork across departments.
This position has authority to substantially impact the relationship between the company and a customer. Candidates must have outstanding customer management skills, exceptional partnering/indirect leadership skills, strong problem solving skills and the ability to successfully navigate ambiguity in a less structured environment to deliver superior results on the customer’s behalf while supporting the success of the business.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
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.
Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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