Job Description
Solution Advisor II
Help customers receive maximum value from their installed automation products. The SA team works closely with Customer Success organization, including Customer Success Managers (CSM), Clinical Account Managers (CAM), Technical Services, Professional Services, Product/Engineering, Quality and Sales to increase customer success, satisfaction, and achieve outcomes. The SA creates and delivers strategic site assessment and optimization plans to those customers with opportunities for efficiency, safety, and product utilization improvement. The SA 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 site reference-ability and add-on sales.
KEY RESPONSIBILITIES:
- The Purpose of this role is to strengthen subject matter expertise on Omnicell products to provide support to internal and external customers.
- Provide on-site/remote customer evaluation in an advisory capacity to determine the current state and provide assistance to help maximize the customer's utilization of Omnicell products.
- Conducts some pre-implementation engagements to assist customers to develop a strategy to successfully implement Omnicell products.
- Conducts post-implementation engagements to assist customers to ensure adoption of Omnicell products.
- Conducts optimization engagements to assist customers to ensure optimum utilization of Omnicell products.
- 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.
- Drive customer satisfaction through customer engagements and meeting objectives and outcomes in conjunction with success plans.
- Work closely with CSM/CAM to collaborate on success plans and provide product expertise when needed.
- Drive customer adoption by discovering opportunities to maximize product benefits by recommending the incorporation of key product features and functions at customer facilities.
- Produce customer deliverables in a timely manner.
- Set an example of professionalism and commitment to sound business judgment.
- Collaborate on best practices around products.
- Mentor Level I SAs
Basic Qualifications
- Bachelor’s degree or in lieu of a degree, a high school diploma or GED with five years of hands-on Omnicell product experience
- Preferred: Formerly registered pharmacy technician
- 5 years experience in pharmacy automation and pharmacy workflow in a hospital environment
- 5 years’ experience in a customer-facing role with a focus on improving customer operations in a complex healthcare environment
Specialized Knowledge/Skills:
- Needs some coaching/guidance while advancing in role assist others
- Solid understanding of pharmacy and nursing workflows
- Ability to analyze and interpret customer data
- Expectations:
- Product expertise: Basic admin-level knowledge with a focus on core, central pharmacy, or IV Omnicell products
- Engagement Level: Basic Post-Implementation, Optimization, or Feature Adoption engagements; moderate level Migration; Assist with Pre-Implementation
Work Conditions:
- Office Environment and in hospitals while working with customers
- Remote based position can be based anywhere in the US close to a major airport
- Overnight travel 60-75%
About Us
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 diversity and inclusion, 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 a diverse and 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.
