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Director, Service Portfolio Management

Company: Omnicell
Location: Cranberry
Posted on: April 10, 2021

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 Renewal and Portfolio management manages a team of service account managers and specialists responsible for contract renewal, service revenue retention, expansion, and contract renewal process optimization. This leader 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 and customer success offerings targeted at achieving specific outcomes and increasing customer adoption. This individual will collaborate closely with the product team to drive the end-to-end, offering development from service market requirements, definition, pricing, and GTM strategy. This leader works closely with Sales, Customer Experience Organization, and marketing to develop and propose strategic renewal campaigns. Lead initiatives that drive service base retention and growth throughout the Omnicell customer base meet and exceed objectives. The right person for this job is someone passionate about healthcare technology 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 to improve the overall customer experience with our products and services Responsibilities--- Create the vision and roadmap for the services portfolio and d rive projects with market analysis and service product definition and pricing strategies utilizing product management skillsets and methodologies.--- Partner with sales, product, PS and TS to develop offerings that increase customer adoption of our products and services in accordance with our capabilities and expertise--- Partner with the Business Insights team to develop and measure dashboard metrics, team objectives and strategic initiatives to meet and exceed revenue and renewal objectives. Understand the impact of service portfolio offerings to revenue growth, and work with the product to adjust as needed.--- Capture customer feedback via journey mapping and other methodologies on service portfolio offerings, bring this voice of the 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 Service Contract Renewal Management; retention, renewal rates, and upsell of service contracts in North America. As well as develop and enforce maintenance renewal rules and policies within Company, including renewal rates, contract extensions, cancellation policies, reinstatement policies, and auto-renewal terms--- Mentor and develop the team in customer engagement, communications, renewal selling, queues for renewal pricing Required Knowledge/Skills--- Demonstrated ability to use data to drive decisions, understanding TAM, customer demand, etc.--- Ability to operate effectively in a matrix environment with a 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--- 12 or more years of experience working with enterprise customers or health systems--- At least of 5 years' experience in portfolio management--- 5 or more years of direct people management experience.--- Experience in the digitization of renewals processes and managing a service renewal team--- Minimum education required is a High School Diploma/ GED Preferred Qualifications--- Experience in healthcare or bio/tech.--- Experience leading teams from traditional support and renewals to digitized delivery.--- Develop tools to improve the customer further experience.--- Experience with service portfolio evolution (horizon one/horizon two) Work Conditions--- Home office environment--- Manage remote teams--- Long periods of standing or sitting in front of a computer utilizing video technology 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, Erie , Director, Service Portfolio Management, Executive , Cranberry, Pennsylvania

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