Why Join Omnicell?
At Omnicell, we are transforming medication management and pharmacy automation to create safer, more efficient healthcare systems. As a
Customer Success Manager, you will be at the heart of that mission—empowering pharmacy partners to fully leverage Omnicell’s solutions and maximize their operational, clinical, and financial outcomes. You will collaborate across a highly engaged, cross‑functional ecosystem to drive adoption, influence best practices, and ensure customers receive exceptional value throughout their journey. This is an opportunity to make an impact every day by strengthening customer relationships, driving strategic utilization, and advocating for continuous improvement.
What You’ll Do
Purpose: Drive customer adoption, satisfaction, and long‑term success by serving as the strategic partner and trusted advisor for pharmacy customers.
As a Customer Success Manager, You Will
- Serve as the primary account manager (non‑sales) to ensure a positive, value‑driven experience for pharmacy partners.
- Lead regular cadence meetings and business reviews to help customers achieve targeted outcomes and elevate utilization of Omnicell solutions.
- Develop and execute customer‑specific plans addressing performance trends, satisfaction issues, and optimization opportunities.
- Share best practices and drive consistent adoption across multiple pharmacy or hospital locations.
- Collaborate continuously with internal account teams to ensure reliability, stability, and strategic alignment for future growth.
- Monitor support activity to identify trends and engage proactively before issues escalate.
- Maintain routine communication with key customer stakeholders—including Purchasing, Supply Chain, Directors of Pharmacy, IT, and operational leaders—to ensure solution‑oriented resolution and continuous improvement.
- Triage, document, and escalate complex or multi‑faceted customer challenges while ensuring timely follow‑through.
- Prepare and deliver clear, insightful reporting on issues, status updates, and customer health to both management and customer teams.
- Provide field‑driven insights to cross‑functional partners, strengthening product performance and customer outcomes.
- Identify and champion opportunities that elevate the customer experience and create better clinical and operational results.
- Build and execute strategic account plans that demonstrate value and map to customer goals.
- Act as the customer expert within Omnicell and the primary advocate for their needs.
Who You Are
Minimum Qualifications:
- Bachelor’s degree OR high school diploma/GED with four years of pharmacy operations or customer service experience.
- Demonstrated experience in account management or customer service within a healthcare environment.
- Minimum 2 years in a customer‑facing role focused on improving operations in complex environments.
Knowledge & Skills
- Excellent customer‑facing communication and relationship‑building skills.
- Ability to independently make decisions supporting customer satisfaction and long‑term value.
- Proven capability to drive customer outcomes and elevate satisfaction.
- Ability to guide pharmacy and nursing teams on best practices.
- Broad knowledge of Omnicell medication adherence solutions and workflows.
- Strong cross‑functional leadership and influence skills.
- Demonstrated understanding of the pharmacy industry.
- Proficiency with computer hardware, Windows OS, and Microsoft Office Suite.
Preferred Qualifications
- Experience with order entry, medication administration, or pharmacy information systems.
- Project management experience with the ability to prioritize competing needs in a fast‑paced environment.
- Extensive experience in customer management and issue resolution.
- Prior hands‑on pharmacy experience.
How You’ll Elevate At Omnicell
Aligned to Omnicell’s
Elevate Behaviors, you will:
- Collaborate: Partner closely with internal teams (Support, Sales, Product, Implementation) and external pharmacy stakeholders to create unified strategies and seamless experiences.
- Inspire: Lead customers and internal teammates through influence, helping them understand the value and impact of Omnicell solutions.
- Develop: Continuously deepen your understanding of pharmacy workflows, medication automation, and customer operations—bringing new insights to help customers mature their practices.
- Execute: Prioritize and deliver on commitments with strong ownership, clear communication, and disciplined follow‑through.
- Impact: Advocate for customer needs, identify opportunities for innovation, and drive solutions that enhance the overall Omnicell experience.
Work Conditions
- Remote/Office environment with travel to customer healthcare sites including Pharmacy, Central Supply, healthcare offices, and corporate offices.
- Requires sitting, standing, and extended computer use.
- Approximately 25% overnight travel based on customer needs.
