Customer Experience Manager
Omnicell
British Columbia
Are you interested in working for an organization dedicated to innovation, customer intimacy, and improving healthcare for everyone? Do you enjoy working in an environment filled with respect and integrity? Are you driven by a will to win? You’re in the right place!

Since 1992, Omnicell has been inspired to create safer and more efficient ways to manage medications across all care settings. As a leading provider of solutions across the continuum of care, we offer a path to fully automated medication management infrastructure, powered by a cloud data platform that supports improved patient care, fewer errors, enhanced safety, and new opportunities for growth.

Our vision for the Autonomous Pharmacy integrates a comprehensive set of solutions powered by the Omnicell Cloud Data Platform across three key areas: Automation – solutions designed to digitize and streamline workflows; Intelligence – actionable insights to better understand medication usage and improve pharmacy supply chain management; and Work – expert services that serve as an extension of pharmacy operations to support improved efficiency, regulatory compliance, and patient outcomes.

Over 5,500 facilities worldwide use Omnicell automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence, and improve patient safety. And more than 40,000 institutional and retail pharmacies across North America and the United Kingdom leverage Omnicell’s innovative medication adherence solutions to improve patient engagement and adherence to prescriptions, helping to reduce costly hospital readmissions.

Come join our team and be inspired by care!

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.

Advocate

Know the customer, and educate others about the customer, advocate on customers’ behalf to make sure their needs are understood and addressed appropriately.

Monitor

Monitor customers’ support activity in order to proactively get ahead of issues and help drive customer adoption, satisfaction, and loyalty.

Engage

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.

Key Responsibilities:
Have responsibility for the management of the customer experience as defined in the CEM Service Level Agreement. The CEM manages a defined regional set of Hospital IDNs.
Schedule regular regional calls with the internal team—Sales, Service, Ops, to participate in planning and to understand the account plan.
Properly triage customer issues or challenges.
Escalate and manage hot customer sites that experience complex, multi-faceted or systemic issues.
Engage appropriate resources to ensure issue resolution. This includes making sure responsible parties are engaged on calls/on-site meetings and when applicable.
Provide planning to address customer performance and/or satisfaction issues. (i.e., Customer Support Issue escalation, Service Issues)
Prepare issue analysis, status updates, and special reporting to management on a regular basis.
Establish timely and clear, task and project expectations.
Maintain frequent communication with all levels of client interaction (Director of Pharmacy, IT, Pharmacy, Nursing, etc.) to ensure proactive, solution-oriented problem identification and resolution.
Serve as a key consultant for Product Development and Customer Response teams.
Work together with Support team to coordinate the appropriate updates and upgrades.
Work with Sales/CEC on engaging the appropriate internal resources to help work with the site on product improvement and training.
Work collaboratively with System Managers and Support teams to ensure a successful implementation and smooth transition of implementation and upgrade projects.
Educate customer on product features/functionalities for existing products.
Coordinate activities on the customer’s behalf across the business to ensure requests are handled appropriately and in a timely manner.
Work on complex problems where analysis of situations or data requires an in-depth evaluation of multiple variables and factors.
Recommend/take action to direct the analysis of and solution to customer problems.
Exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results need for customer focused interactions.
Often act independently in making decisions that will positively impact customer relations and future product sales opportunities.

Required Knowledge/Skills:
Demonstrated Project Management skills to prioritize the needs of multiple projects in a fast-paced environment.
User knowledge of information systems, especially automated order entry, medication administration, or pharmacy information systems.
Demonstrated knowledge of healthcare industry
Working knowledge of computer hardware, PC Windows and Microsoft Office, Professional.
Strong leadership, interpersonal and communication skills.
Willingness and ability to travel (up to ~15%)

Basic Qualifications:
4-year degree in computer science or related field
Five years of project management, technical, customer-facing or Field Service experience with Information Systems

Preferred Qualifications:
Ability to demonstrate value to C-Suite personnel
Applicable education/training in regards to technical support.
Experience working in the healthcare arena.
Extensive experience handling Customer Service/Management and problem resolution.
Working business experience with corporate customers.
Thorough knowledge of company products, company functions, and/or service policies and procedures.
Strong writing, negotiation and presentation skills.
Collaborative, customer-focused and able to create/demonstrate visible value.
Self-directed with excellent time management and organization skills

Work Conditions:
Office Environment

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.