Customer Experience Consultant

Omnicell - Chicago, IL3.6

Full-timeEstimated: $64,000 - $84,000 a year
Are you interested in working for an organization dedicated to innovation, customer intimacy, and improving healthcare for everyone? Do you enjoy working in an environment filled with respect and integrity? Are you driven by a will to win? You’re in the right place!

Since 1992, Omnicell has been inspired to create safer and more efficient ways to manage medications across all care settings. As a leading provider of solutions across the continuum of care, we offer a path to fully automated medication management infrastructure, powered by a cloud data platform that supports improved patient care, fewer errors, enhanced safety, and new opportunities for growth.

Our vision for the Autonomous Pharmacy integrates a comprehensive set of solutions powered by the Omnicell Cloud Data Platform across three key areas: Automation – solutions designed to digitize and streamline workflows; Intelligence – actionable insights to better understand medication usage and improve pharmacy supply chain management; and Work – expert services that serve as an extension of pharmacy operations to support improved efficiency, regulatory compliance, and patient outcomes.

Over 5,500 facilities worldwide use Omnicell automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence, and improve patient safety. And more than 40,000 institutional and retail pharmacies across North America and the United Kingdom leverage Omnicell’s innovative medication adherence solutions to improve patient engagement and adherence to prescriptions, helping to reduce costly hospital readmissions.

Come join our team and be inspired by care!

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 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.

Customer Success

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.

Basic Qualifications

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

Specialized Knowledge/Skills:
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

Work Conditions:
Office Environment

Remote based position based preferably in Midwestern US near major airport

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.