Customer Experience Consultant
Omnicell, Inc. has an exciting and rewarding opportunity for a Customer Experience Consultant (CEC). The CEC will report to the Manager, Customer Experience Consultants and will help customers receive maximum value from their installed hospital, nursing and pharmacy automation products. The CEC team works closely with Customer Experience Managers, Technical Assistance Center, Operations, Field Service, and Sales to increase customer success and satisfaction. The CEC creates and delivers strategic site assessment and optimization plans to those customers with opportunities for efficiency and product utilization improvement. The CEC team utilizes several standardized tools and processes to gather automation product efficiency and utilization data, create metrics, establish recommendations for operational improvement, and present findings to key customer stakeholders. These tools and processes help guide Omnicell customers to achieve their desired return on investment while at the same time positions customers for add-on sales and site reference-ability.
Maintains high levels of client satisfaction by providing strategic customer-focused value-add support emphasizing quality, responsiveness, and technical expertise.
Executes in-depth site assessment plans to strategic customers and ensures assessment project deliverables are clear, concise, professionally composed, and aligned with customer / sales organization goals.
Develops comprehensive customer plans for strategic clients and associated metrics to track product usage improvements.
Drive customer adoption by discovering opportunities to maximize product benefits by recommending the incorporation of key product features and functions at customer facilities.
Ensures customer issues are resolved and escalated to the correct product support entities
Business Success/Cross Functional Collaboration
Serves as a key stakeholder and/or project champion for internal project initiatives.
Work closely with cross functional groups of subject matters experts in knowledge/information sharing and education and training in order to create standardized best practices and training/user guides.
Collaborates with Training Department to ensure product expertise is delivered to customers effectively.
Review and provide feedback on the development of any technical documentation, new feature installation development and training, and support for these both via teleconference and on site.
Provide remote and/or onsite SME support for complex non-service customer issue resolution, and/or provide subject matter expertise to service if required.
Update and provide monthly CEC metrics.
Sets an example of professionalism and commitment to sound business judgment in maintaining a high level of internal/external customer and employee satisfaction.
Adheres to Omnicell's shared principles
Maintains fiscal responsibility to all CEC/business expenses associated with company-issued credit card.
And any other tasks identified by the team manager.
Bachelor's degree or four years of Omnicell experience
Five years in customer facing role with a focus on improving customer operations
Three years of Healthcare experience, preferably in pharmacy or materials management
In-depth Omnicell products knowledge
Must have excellent computer skills including MS-Excel, MS-Word and MS-PowerPoint.
Excellent communication, documentation and customer relationship skills
Possess positive, professional demeanor and presentation in all internal and client interactions
Ability to effectively and efficiently manage projects
Ability to identify, analyze, and evaluate problems / opportunities that leads to recommending and implementing potential solutions in a customer environment
Must be highly motivated self-starter who takes initiative
Willingness and ability to overnight travel (Typically ~65-80%)
Clinical License or Pharmacy Technician Certification
Medication dispensing process experience
Project management/Agile/Lean Six Sigma/Business analysis type qualifications
Strategic customer engagement experience tied to optimization, process improvement, workflow analysis, data analytics, consulting and pharmacy/nursing/supply operations
Experience in the implementation of pharmacy, nursing or materials management software/hardware systems
Remote based position can be based anywhere in the US close to a major airport