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Job Details

Manager Customer Experience

Company name
Omnicell, Inc

Location
Plano, TX, United States

Employment Type
Full-Time

Posted on
Jun 08, 2021

Valid Through
Sep 21, 2021

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Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients—one where medication errors are a thing of the past. You’ll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

Manager, Customer Experience

The Manager, Customer Experience

reporting to the Director, Client Success Executives, will provide leadership and work direction for a growing team of Customer Experience Managers (CEM).

The mission of the Customer Experience group is to ensure the achievement of our customer’s business objectives through the successful use of Omnicell products, resulting in a high level of customer satisfaction to ensure the opportunity for future growth and partnership.

Responsibilities:

Provide leadership and guidance to the Customer Experience Managers.

Perform an ongoing knowledge gap analysis across the team to understand where there may be opportunities for best practice sharing and cross-training.

Ensure standardization across the team as well as with other cross-functional teams for customer facing deliverables/report-outs.

Ability to lead change in a fast-paced environment.

Identify key stakeholders to build relationships with for ongoing education to and from these individuals of where the team will be able to provide the most impact for customer and business success.

Ensure appropriate promotion of the Customer Experience Manager team initiatives and accomplishments to the Director, Client Success Executives.

Define meaningful ways of demonstrating value to our customers

Work closely with IT, Training and Data Analytics to provide requirements to meet the team’s and customer’s needs.

Provide planning to address customer performance and/or satisfaction issues. (i.e., Customer Support Issue escalation, Service Issues)

Create KPIs for the Customer Experience Managers that will roll up to larger company initiatives as well as to align with other Customer Experience team measures.

Recruits, hires and develops a high-performing team

Responsible for managerial activities such as MBO management and performance evaluations

Work with customers having challenges where analysis of situations or data requires in-depth knowledge of organizational objectives.

Continually seeks better ways of doing business and embraces change to stay ahead of problems

Required Knowledge and Skills:

History of strong customer service experience

Hands on leadership, communicate strategy, gain team consensus/cohesion

Strong communicator, articulate, and persuasive to key people both within and outside of the organization.

Depth of knowledge and experience in a wide range of functional departments – using this knowledge in order to bring their resources to bear in the resolution of account issues.

Ability to quickly identify core issues and create win-win solutions

Ability to interface effectively and collaborate with customer and peers

Demonstrate critical thinking skills, ability to accurately analyze information and make sound decisions

Ability to work in tense/stressful settings as a leader

Ability and willingness to sit down and negotiate outcome with a customer

Basic Qualifications:

Bachelor’s degree or in lieu of a degree a high school diploma or GED with four years of hands-on client management experience

Four years in customer facing role with a focus on improving customer operations in a complex healthcare environment

Preferred Qualifications:

Five or more years’ experience in managing high level, high performance, mission critical teams.

Leader with proven track record of executing change management

Work Environment:

Home-based office

Travel up to 30%

Management of a remote team

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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Company info

Omnicell, Inc
Website : http://www.omnicell.com

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