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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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Skills: Nursing, Patient assessment, Critical thinking, Patient care planning, Interdisciplinary collaboration
Dallas, Texas, United States · On-site
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Dallas, Texas, United States · On-site
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The Critical Account Manager leads high-impact customer recovery engagements and develops proactive strategies to mitigate business risk. They assemble cross-functional teams to resolve complex issues and drive systemic improvements across the customer base.
Candidates must have at least 7 years of experience in customer operations and 3 years in crisis or recovery management. Strong analytical skills, executive presence, and the ability to influence matrixed organizations are essential for this role.
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.
Communicate progress, risks, recommendations and actions to senior leaders and executives.
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.
Trusted advisor who builds credibility, establishes alignment, and strengthens relationships across customer and internal stakeholder groups.
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.
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 [email protected].
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.
A leader in transforming the pharmacy care delivery model
Omnicell is transforming pharmacy and nursing care through outcomes-centric solutions designed to optimize clinical and business outcomes across all settings of care. Our comprehensive portfolio of robotics and smart devices, intelligent software workflows, and data and analytics, all optimized by expert services are helping healthcare facilities worldwide to reduce costs, improve labor efficiency, establish new revenue streams, enhance supply chain control, support compliance, and move closer to the industry vision of the Autonomous Pharmacy. To learn more, visit omnicell.com.
Offices: 4220 North Fwy, Fort Worth, Texas 76137, US · 2003 Gandy Blvd. North, St. Petersburg, Florida 33702, US · 500 Cranberry Woods Drive, Cranberry Township, Pennsylvania 16066, US · 725 Sycamore Dr, Milpitas, California 95035, US · 51 Pennwood Pl, Warrendale, Pennsylvania 15086, US
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