Senior Manager, Customer Success & Enablement
About The Position
The Customer Success & Enablement team at Omnicare is responsible for enacting and operationalizing our customer strategy. This multi-faceted work aims to improve how Omnicare services its b2b and b2c customers. By developing tools and programs for both our internal teams and customers to leverage, this lead and the larger team will affect growth and retention. The Senior Manager of Customer Success will be responsible for the development, implementation, and ongoing maintenance of these customer tools and programs to ensure an optimal customer experience. This individual will work collaboratively with business partners across Omnicare to identify and implement medium to large sized projects that support achievement of retention and growth goals.
Requirements
- 5 + years of healthcare work experience
- 5 + years of work experience in project management, product management, or consulting
- Exceptional problem-solving skills, with a highly analytical and inquisitive work style
- Must show keen attention to detail -- but also have the ability to see the big picture
- Excellent presentation and communication skills, including aptitude for writing, fact gathering, storytelling, and analysis
- Flexible with the ability to thrive in a changing environment
- Aptitude for using and learning new digital tools (Marketo, Wrike, Highspot)
- Experience collaborating with and supporting leaders from cross-functional teams
Nice To Haves
- Customer-facing experience, ideally in Sales, implementation, or account management, and in healthcare company
- Experience implementing health care projects and programs with demonstrated results
- Strong Microsoft PowerPoint and Excel skills with ability to present projects, strategy topics, and data to senior leaders
- Salesforce operations experience with ability to advise on workflow design
- Experience with digital tools like web design platforms, marketing automation platforms, learning management software systems, etc.
Responsibilities
- Design customer collateral and communications, including business updates and industry updates
- Leverage Wrike, a project management tool, to manage communication and marketing deliverables
- Act as solution owner for Highspot, the organization's enablement tool for customer content, marketing content, coaching and learning
- Be responsible for maintaining customer issue intake system and leading improvements for how we address customer needs
- Develop digital processes and tools to ensure Sales and Account Management success
- Lead the change management strategy for customer-facing tools, programs, and initiatives
- Deploy strategies to ensure all customer-facing colleagues are working together to best meet customer needs
- Ensure Salesforce.com is the source of truth for all aspects of the customer lifecycle
- Develop and deliver regular presentations to senior executives to communicate updates and project plans
- Lead and manage a project associate who will assist with deploying customer strategy and enablement projects
- Prepare Requests for Proposal from customers, ensuring Omnicare value is clearly represented in the deliverable
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
