Note: The job is a remote job and is open to candidates in USA. Pittsburgh Robotics Network is seeking a Critical Account Manager to lead Omnicell’s highest-impact customer recovery and proactive risk engagements. The role partners with customers, executives, and cross-functional teams to restore confidence, resolve complex challenges, prevent escalations, and drive measurable, sustainable business outcomes.
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
Skills
- • 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
- • 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
- • 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
- Healthcare industry, pharmacy automation, or complex enterprise technology experience preferred
- • 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
Benefits
- Home office-based
- Medical, dental and vision plans covering eligible US employees and dependents
- Voluntary wellness and employee assistance programs
- Life insurance
- Disability insurance
- Retirement plans with matching
- Paid time off
Company Overview