Why Join Omnicell?
Are you passionate about solving complex problems and making a real impact for customers? At Omnicell, we're looking for a Critical Account Manager (CAM) to join our Customer Experience Strategy team. In this strategic role, you'll collaborate with cross-functional, geographically dispersed teams to resolve our most critical customer escalations and drive systemic improvements across the organization.
This is an opportunity to lead high-visibility initiatives, influence executive stakeholders, and shape the future of customer experience at Omnicell.
What You'll Do
Purpose: Lead the resolution of our highest-priority customer issues while driving long-term improvements that prevent future escalations.
As a Critical Account Manager , you will:
Primary Impact: Serve as the driving force behind restoring customer confidence and ensuring Omnicell delivers on its promise of excellence.
Lead cross-functional teams - Coordinate geographically dispersed teams to resolve critical customer issues and restore trust.
Communicate with impact - Provide regular updates to internal stakeholders (including EVP-level leaders) and customers on issue status and resolution progress.
Deliver insights - Produce weekly, monthly, and quarterly reports on critical account engagements, systemic trends, and key learnings.
Support and shape the program - Mentor peers on the Critical Accounts team and help define and evolve the program through continuous improvement efforts.
Who You Are
Intellectually curious leader with a passion for solving the most challenging customer issues
Proven track record delivering results that require cross-functional engagement of geographically dispersed teams, with members outside your span of control ??
Excellent communication and presentation skills, including internal and external customers at all levels up to and including C-suite
Excellent project management skills with the ability to handle multiple projects at a time and effectively prioritize to achieve optimal results
Demonstrated experience using data to help identify the root cause and show customer progress in the engagement
Strong, active listener with interpersonal skills which enable gaining a clear understanding of the problems that matter most to the customer
Willing to do what is right for customers, the company, and team members in all circumstances
Understanding of healthcare industry and business concepts is desired
Comfortable dealing with ambiguity
Self-starter who can work independently with minimal supervision
Ability to operate effectively in a matrix environment with distributed teams
Minimum Qualifications
7+ years of experience in customer operations
3+ years of project management experience leading multiple initiatives simultaneously
3+ years of experience managing customer escalations
Preferred Qualifications
Strong communication and presentation skills, including experience engaging with C-suite stakeholders
Proven ability to lead cross-functional teams outside your span of control
Data-driven mindset with experience using insights to identify root causes and track progress
Excellent project management and prioritization skills
Comfortable working independently and navigating ambiguity
Understanding of healthcare industry and business concepts
Bachelor's degree or equivalent experience
Experience in client relationship management or crisis communication
Background in healthcare, pharmacy automation, or supply chain
Process improvement experience (e.g., Six Sigma or LEAN certification)
PMP® Certification
How You'll Elevate at Omnicell
At Omnicell, success isn't just about what you achieve-it's about how you achieve it. As a Critical Account Manager , you will:
Collaborate - Build strong networks across departments to drive resolution and share knowledge.
Inspire - Influence and engage stakeholders at all levels to foster a culture of accountability and excellence.
Develop - Continuously learn and support the growth of others through mentorship and knowledge sharing.
Execute - Own outcomes, set clear priorities, and deliver results that matter.
Impact - Challenge the status quo, drive innovation, and align customer success with business goals.
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.
In 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.
About The Team
Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at Recruiting@omnicell.com .
At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.
Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.
Job Identification: 4416
Job Category: Customer Experience
Posting Date: 07/07/2025, 5:01 PM
Job Schedule: Full time
Locations: Pittsburgh, PA, United States
Chicago, IL, United States
Austin, TX, United States
Denver, CO, United States
Job Level: Experienced
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.
