Customer Success Manager, EnlivenHealth

Omnicell, through its EnlivenHealth business, is hiring a Customer Success Manager to help enterprise customers realize value from its solutions. The role focuses on customer retention, adoption, relationship development, issue resolution, and identifying opportunities to expand solution use.

Responsibilities:

• Own strategic relationships with enterprise customers, developing trusted partnerships with stakeholders ranging from pharmacy managers to directors, vice presidents, and C-suite executives
• Drive customer retention and growth by understanding customer business needs, increasing engagement with EnlivenHealth solutions, and proactively identifying risks that could impact renewal
• Establish a regular customer engagement cadence, including weekly, monthly, quarterly, and annual conversations as appropriate, to review business priorities, adoption, existing issues, and opportunities
• Serve as a consultative partner, helping customers understand how they can use their existing EnlivenHealth solutions more effectively and reviewing relevant reports and results
• Identify opportunities for deeper solution adoption and expansion, partnering with Sales to develop strategies around potential upsell opportunities
• Enable successful roll-out of solutions through collaboration with internal resources, including Operations, Training, Marketing, Product, Support, Engineering, IT, Finance, and Sales
• Represent the voice of the customer internally, ensuring Product and other teams understand customer requirements, challenges, and priorities
• Act as the internal and external customer liaison, monitoring customer activity and escalating issues when they are not being addressed sufficiently
• Research, develop, and communicate corrective actions needed to resolve customer problems, establish appropriate expectations across teams, negotiate timelines, and help ensure deadlines are achieved
• Conduct customer presentations, demonstrations, corporate site visits, quarterly business reviews, and annual account reviews
• Identify opportunities for customers to become advocates through testimonials, case studies, references, and other customer-success activities
• Meet assigned goals for quota attainment, account strategy development, revenue retention and growth, and customer reference ability
• Support efforts to deliver projected revenue and identify potential sales opportunities to expand use of EnlivenHealth solutions

Requirements:

• Associate Degree or equivalent experience
• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
• Experience working in a pharmacy, pharmacy operations, or related pharmacy environment
• Bachelor's Degree
• 5 years' experience managing customer or account relationships in SaaS solutions
• 2 years' experience as a business manager in a retail pharmacy or Health System Pharmacy, working with vendors providing communications and patient centric solutions
• Basic Salesforce Knowledge
• Ability to interact with and positively influence a diverse group of individuals/departments
• Ability to Identify new business opportunities and cultivate relationships to build trust and increase profit
• Solid verbal, interpersonal and written communication skills with the ability to make management level presentations
• Ability to Deliver and communicate ROI for our clients, throughout the customer lifecycle
• Demonstrated analytical, quantitative and problem-solving skills
• Excellent proven organizational, time-management and multitasking skills
• Ability to effectively prioritize, lead and manage multiple projects
• Self-motivation, ability to work in teams and adapt to a fast paced and changing environment
• Support efforts to deliver projected revenue and identify potential sales opportunities to expand use of EnlivenHealth solutions