Customer Success Manager, EnlivenHealth
Reports to: Director, Customer Success
Department: Customer Success
Why Join Enliven Health?
Enliven Health, an Omnicell company is hiring for a Customer Success Manager to
have a critical role in building lasting partnerships with enterprise customers
and helping them realize greater value from their EnlivenHealth solutions.
This role is focused on existing customers, with responsibility for customer
retention, adoption, relationship development, and identifying opportunities to
expand solution use. You’ll work with enterprise accounts, including larger
pharmacy chains, health systems, and buying groups, while partnering closely
with Sales, Product, Engineering, Support, and other teams.
This is an opportunity for someone who enjoys being both a strategic customer
partner and internal customer advocate, particularly as customers navigate
product changes and migrations.
Compensation: 80,000 base earning + 70K variable incentives = $150,000k OTE
What You’ll Do
As a Customer Success Manager, you will:
Own strategic relationships with enterprise customers, developing trusted
partnerships with stakeholders ranging from pharmacy managers to directors,
vice presidents, and C-suite executives.
Drive customer retention and growth by understanding customer business needs,
increasing engagement with EnlivenHealth solutions, and proactively
identifying risks that could impact renewal.
Establish a regular customer engagement cadence, including weekly, monthly,
quarterly, and annual conversations as appropriate, to review business
priorities, adoption, existing issues, and opportunities.
Serve as a consultative partner, helping customers understand how they can
use their existing EnlivenHealth solutions more effectively and reviewing
relevant reports and results.
Identify opportunities for deeper solution adoption and expansion, partnering
with Sales to develop strategies around potential upsell opportunities.
Enable successful roll-out of solutions through collaboration with internal
resources, including Operations, Training, Marketing, Product, Support,
Engineering, IT, Finance, and Sales.
Represent the voice of the customer internally, ensuring Product and other
teams understand customer requirements, challenges, and priorities.
Act as the internal and external customer liaison, monitoring customer
activity and escalating issues when they are not being addressed
sufficiently.
Research, develop, and communicate corrective actions needed to resolve
customer problems, establish appropriate expectations across teams, negotiate
timelines, and help ensure deadlines are achieved.
Conduct customer presentations, demonstrations, corporate site visits,
quarterly business reviews, and annual account reviews.
Identify opportunities for customers to become advocates through
testimonials, case studies, references, and other customer-success
activities.
Meet assigned goals for quota attainment, account strategy development,
revenue retention and growth, and customer reference ability.
Who You Are
You are a relationship-oriented customer success professional who is comfortable
working with complex enterprise customers and multiple internal stakeholders.
You combine strong customer advocacy with commercial awareness, understanding
that successful customer relationships should lead to adoption, retention,
measurable value, and opportunities for growth.
You bring:
Experience working with large enterprise customers.
Exceptional communication skills and a highly organized, collaborative, and
detail-oriented working style.
Experience building and maintaining relationships while mitigating churn and
driving engagement and renewals.
An empathetic, positive attitude and a desire to help customers achieve their
goals.
Basic Qualifications
Associate Degree or equivalent experience
3+ years in a Customer Success, Relationship Management, Account Management,
or similar role
Experience working in a pharmacy, pharmacy operations, or related pharmacy
environment
Preferred Qualifications
Bachelor’s Degree
5 years’ experience managing customer or account relationships in SaaS
solutions
2 years’ experience as a business manager in a retail pharmacy or Health
System Pharmacy, working with vendors providing communications and patient
centric solutions.
Support efforts to deliver projected revenue and identify potential sales
opportunities to expand use of EnlivenHealth solutions.
Basic Salesforce Knowledge
Ability to interact with and positively influence a diverse group of
individuals/departments.
Ability to Identify new business opportunities and cultivate relationships to
build trust and increase profit.
Solid verbal, interpersonal and written communication skills with the ability
to make management level presentations.
Ability to Deliver and communicate ROI for our clients, throughout the
customer lifecycle
Demonstrated analytical, quantitative and problem-solving skills.
Excellent proven organizational, time-management and multitasking skills.
Ability to effectively prioritize, lead and manage multiple projects.
Self-motivation, ability to work in teams and adapt to a fast paced and
changing environment.
Work Conditions
Remote (home office environment)
Occasional Travel: 15-20% travel
#LI-MG2
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.
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inclusion and belonging, as well as our learning and well-being programs that
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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.
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