Customer Success Manager II

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider's most trusted partner by our guiding promise of Outcomes. Defined and Delivered.

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.

Our guiding principles inform everything we do:

As Passionate Transformers, we find a better way to innovate relentlessly.

Being Mission Driven, we consistently deliver on our promises.

Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.

Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.

Intellectually Curious, eager to think deeper to learn and improve.

Doing the Right Thing, we lead by example in ALL we do.

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices.

Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

As a Customer Success Manager for Omnicell, you will be a strategic partner and trusted advisor to our customers, playing a pivotal role in aligning their goals with our solutions to drive measurable outcomes. You’ll be at the forefront of enhancing customer satisfaction, retention, and growth by developing tailored success strategies, solving complex challenges, and influencing cross-functional initiatives.

• Serve as a trusted advisor to assigned customers by building strong, long-term relationships and developing a deep understanding of their business needs to deliver a best-in-class customer experience.
• Leverage data-driven insights to craft and present compelling, actionable recommendations during regular value meetings, highlighting areas for improvement and reinforcing the value of Omnicell’s solutions.
• Lead escalation management processes with professionalism and urgency, ensuring accountability across all parties while maintaining a balance between customer advocacy and business needs.
• Act as a strategic liaison between customers and internal teams (including Support, Product Management, Professional Services, and Training) to coordinate resources and remove obstacles to product adoption.
• Provide critical insights and field experience to cross-functional teams (e.g., Product, Engineering, Customer Success) to inform decisions and drive impactful customer outcomes.
• Continuously assess and validate customer outcomes through direct conversations, analysis of customer health metrics, and structured success feedback sessions.
• Develop and implement Joint Success Plans with customers, defining measurable goals that support their strategic objectives.
• Relied upon to be the customer expert.

Basic Qualifications:

Bachelor's degree, or in lieu of a degree, equivalent experience in healthcare technology, clinical support, or pharmacy operations will be considered. At least 4 years in a customer-facing role driving operational improvements and supporting adoption of technology in complex healthcare settings. Proven track…