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Senior Service Portfolio Manager

Company: Omnicell, Inc.
Location: Raleigh
Posted on: September 13, 2020

Job Description:

Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients—one where medication errors are a thing of the past. You’ll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

The leader of service portfolio will define the maintenance and services strategy and offerings for Omnicell products and subscription offers. This includes offerings in the areas of technical and professional services as well as customer success offerings targeted at achieving specific outcomes and increasing customer adoption. This individual will partner closely with the product team to drive the end to end offering development from service market requirements, definition, pricing and GTM strategy. The right person for this job is someone passionate about healthcare technology and interested in a long-term services career.

In addition, the individual will work cross functionally providing thought leadership and communication support to ensuring we properly set customer expectations around experience and deliverables in in order to improve the overall customer experience with our products and services.

The incumbent will establish a charter that aligns with Omnicell’s corporate objectives, for developing and executing a comprehensive strategy to profitably increase our services business and meet company goals. They will build a strategy around bringing services to market with a focus on innovation and adoption that aligns by both customer type and service offering.

Responsibilities:

Create the vision and roadmap for the services portfolio and drive projects with market analysis and service product definition and pricing strategies utilizing product management skill sets and methodologies.

Partner with Sales, Product, Professional Services, Technical Services, and key Vendors to develop offerings that increase customer adoption of our products and services in accordance to our capabilities and expertise

Partner with the Business Insights team to understand impact of service portfolio offerings to revenue growth, and work with product to adjust as needed.

Capture customer feedback via journey mapping and other methodologies on service portfolio offerings, bring this voice of customer to product and service teams and work to improve offerings as necessary.

Provide communication support to tell customer experience success stories internally and externally up to C-suite.

Responsible for ensuring we have the data and analysis needed to make decisions around developing service portfolio offers ensuring the effective use and adoption of our products by customers to achieve their desired outcomes.

Required Knowledge and Skills:

10+ years’ experience working with enterprise customers or large health systems.

Demonstrated experience using data to drive decisions, understanding TAM, customer demand, etc.

Ability to operate effectively in a matrix environment with distributed management team.

Demonstrated ability to communicate effectively with internal and external customers at all levels up to and including C-suite, especially during critical escalations.

Expert communication and collaboration skills.

Ability to influence senior executives.

Basic Qualifications:

10 or more years of experience working with enterprise customers or large health systems

Demonstrated experience with service portfolio evolution (horizon one/horizon two)

Preferred Knowledge and Skills:

Experience working in the healthcare/bio tech industry

Leading teams driving for double digit growth

Experience leading teams from traditional support to digitized delivery

Develop tools to further improve the customer experience

Work Conditions:

Remote work environment which includes a home office environment utilizing technology such as ZOOM

20% travel

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

Omnicell is an Affirmative Action /Equal Opportunity Employer Males/Females/Disabled/Protected Veteran/Sexual Orientation/Gender Identity

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.

Keywords: Omnicell, Inc., Raleigh , Senior Service Portfolio Manager, Other , Raleigh, North Carolina

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