Critical Account Manager

Critical Account Manager

Position summary: 

When customer trust is at risk, exceptional leadership makes the difference.

As a Critical Account Manager (CAM), you will lead Omnicell’s highest-impact customer recovery, proactive and systemic engagements, partnering with customers, executives, and cross-functional teams to protect our customers and drive measurable business outcomes. You will influence decisions, align stakeholders, and lead preventative and recovery strategies that strengthen customer outcomes and risk. 

If you thrive in ambiguity, lead through influence, and are energized by solving complex business challenges, this role offers the opportunity to make a meaningful impact on both customers and Omnicell. 

Responsibilities:

• Lead high-impact customer recovery engagements with accountability for restoring customer confidence and improving business outcomes. 

• Assemble and lead cross-functional teams to develop and execute recovery, mitigation, and resolution strategies. 

• Drive recovery outcomes through risk identification, root cause analysis, data-driven decision-making, and barrier removal.

• Communicate progress, risks, recommendations and actions to senior leaders and executives. 

• Identify systemic issues and drive improvements that strengthen customer outcomes and reduce repeat incidents. 
• Lead proactive engagements that anticipate customer and business risk, contain issues early, and prevent critical escalations before they occur. 
• Drive continuous improvement by translating insights, retrospectives, and lessons learned into repeatable process, product, and operating model enhancements that improve future customer outcomes. 
• Own systemic engagements that address cross-customer issues, mobilizing the right cross-functional leaders to contain risk, align recovery strategy, and drive durable resolution across the broader customer base.

• Foster team development, collaboration, and ownership while advancing Critical Accounts capabilities through continuous improvement.

   

Experience:

• Proven strategic leader with a track record of restoring customer confidence, resolving complex business challenges, and delivering measurable outcomes in high-stakes environments.  

  • Demonstrated ability to influence cross-functional teams, align stakeholders, and drive outcomes without direct authority.    

  • Experience leading high-visibility customer situations requiring executive communication, risk management, and recovery planning.

  • Strong business acumen and systems thinking with the ability to assess complex situations, navigate ambiguity, align stakeholders, and drive sustainable outcomes.

  • Strong executive presence with experience influencing senior leaders and presenting recommendations, risks, and recovery strategies to executive stakeholders and C-suite.

  • Strong analytical and problem-solving skills with the ability to leverage data to identify root causes, quantify impact, inform decisions, and measure recovery progress. 

  • Skilled at balancing customer advocacy with business objectives while making difficult decisions in the best interest of customers and Omnicell.
  • Proven ability to lead multiple high-priority engagements simultaneously while maintaining focus on outcomes, accountability, and customer success. 

  • Trusted advisor who builds credibility, establishes alignment, and strengthens relationships across customer and internal stakeholder groups.  

  • Self-motivated leader who takes ownership, challenges the status quo, and continuously seeks opportunities to improve customer outcomes and organizational performance. 

  • Healthcare industry, pharmacy automation, or complex enterprise technology experience preferred. 

     

Basic QualificaTIons:

• 7+ years experience in customer operations: customer success, account management, escalation management, or related business function

• 3+ years leading customer recovery, crisis management, customer quality or high-impact customer engagements

• 3+ years project or program management experience leading multiple complex initiatives simultaneously in fast-paced, highly visible environments while delivering measurable outcomes 

• Experience leading cross-functional initiatives involving executive and matrixed stakeholders

• Strong analytical and problem-solving capabilities

   

PREFERRED QuALIFICATIONS:

• Bachelor’s degree

  • Experience leading customer recovery, executive escalation, crisis management, or business transformation engagements involving complex operational, technical, or business challenges

  • Experience working in healthcare, healthcare technology,pharmacy automation, supply chain, or other complex enterprise technology

  • Experience influencing stakeholders and driving outcomes across matrixed organizations without direct authority

  • Experience driving organizational improvements through data-driven decision-making, process improvement, or operational excellence methodologies (e.g., Lean Six Sigma)

  • PMP® or comparable project/program management certification

     

Work Conditions: 

• Home office-based

  • Up to 10% Travel

  • Work across multiple time zones

  • This position will require long periods of being stationary in front of a computer and meetings using video conferencing technology.

COMPENSATION:

• $130,000 - $140,000 USD + bonus opportunity