Customer Escalation Manager

Position summary:

This role is a crucial position within Critical Accounts, a strategic team within Customer Assurance and the Customer Experience Organization, responsible for resolving critical customer escalations and driving improvements across Omnicell to avoid future critical escalations.

The Critical Account Manager (CAM) is the driving force behind resolving our most critical customer escalations by directing the required company's resources in a coordinated effort to return customer confidence and a growth mindset. The CAM will lead cross-functional teams to resolve customer and systemic critical issues and identify root causes to ensure similar issues do not impact other customers. The CAM provides objective insight and direction to internal Omnicell teams and the customer to ensure a way forward is agreed to and implemented.

Responsibilities:

• Create and lead cross-functional, geographically dispersed teams focused on resolving critical customer issues with the goal of restoring customer confidence.
• Communicate critical issue status to Omnicell stakeholders, including EVP levels and customers.
• Deliver weekly, monthly and quarterly reports on Critical Account engagements, systemic trends, data insights and learnings.
• Support other Critical Accounts team members.
• Help shape and define Critical Accounts, driving continuous improvement by proactively addressing problems.

Experience:

• • Intellectually curious leader with a passion for solving the most challenging customer issues
  • Proven track record delivering results that require cross-functional engagement of geographically dispersed teams, with members outside your span of control
  • Excellent communication and presentation skills, including internal and external customers at all levels up to and including C-suite
  • Excellent project management skills with the ability to handle multiple projects at a time and effectively prioritize to achieve optimal results
  • Demonstrated experience using data to help identify the root cause and show customer progress in the engagement
  • Strong, active listener with interpersonal skills which enable gaining a clear understanding of the problems that matter most to the customer
  • Willing to do what is right for customers, the company, and team members in all circumstances
  • Understanding of healthcare industry and business concepts is desired
  • Comfortable dealing with ambiguity
  • Self-starter who can work independently with minimal supervision
  • Ability to operate effectively in a matrix environment with distributed teams

Basic QualificaTIons

• 7 years experience in customer operations
• 3 years project management experience leading multiple projects simultaneously and measuring project results
• 3 years' customer escalation management experience

PREFERRED QuALIFICATIONS

• • Bachelor's degree
  • Client relationship management experience
  • Customer resolution experience or crisis management communication experience
  • Experience working directly in healthcare or industry
  • Experience within the pharmacy automation industry or supply-chain experience
  • Process improvement experience - Sig Sigma / LEAN certification
  • Project Management Professional (PMP®) Certification

Work Conditions:

• • Home office based
  • Up to 30% Travel
  • Work across multiple time zones
  • This position will require long periods being stationary in front of a computer and meetings using video conferencing technology.

To protect our employees, partners, and customers, Omnicell requires most U.S. employees to either be fully vaccinated for COVID-19 or obtain approval from Omnicell for an exemption and accommodation for a medical condition or a sincerely-held religious belief or practice.

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