Solution Advisor II

The Solution Advisor (SA) II assist customers to receive maximum value from their installed automation products. The SA team works closely with Customer Success organization, including Customer Success Managers (CSM), Clinical Account Managers (CAM), Technical Services, Professional Services, Product/Engineering, Quality and Sales to increase customer success, satisfaction, and achieve outcomes. The SA creates and delivers strategic site assessment and optimization plans to those customers with opportunities for efficiency, safety, and product utilization improvement. The SA team utilizes several standardized tools and processes to gather automation product efficiency and utilization data, create metrics, establish recommendations for operational improvement, and present findings to key customer stakeholders. These tools and processes help guide Omnicell customers to achieve their desired return on investment while at the same time positions customers for site reference-ability and add-on sales.

KEY RESPONSIBILITIES:

• The Purpose of this role is to strengthen subject matter expertise on Omnicell products to provide support to internal and external customers. 
• Provide on-site/remote customer evaluation in an advisory capacity to determine the current state and provide assistance to help maximize the customer's utilization of Omnicell products.
• Conducts some pre-implementation engagements to assist customers to develop a strategy to successfully implement Omnicell products.
• Conducts post-implementation engagements to assist customers to ensure adoption of Omnicell products.
• Conducts optimization engagements to assist customers to ensure optimum utilization of Omnicell products.
• Maintains high levels of client satisfaction by providing strategic customer-focused value-add support emphasizing quality, responsiveness, and technical expertise.
• Executes in-depth site assessment plans to strategic customers and ensures assessment project deliverables are clear, concise, professionally composed, and aligned with customer/sales organization goals. 
• Drive customer satisfaction through customer engagements and meeting objectives and outcomes in conjunction with success plans.
• Work closely with CSM/CAM to collaborate on success plans and provide product expertise when needed.
• Drive customer adoption by discovering opportunities to maximize product benefits by recommending the incorporation of key product features and functions at customer facilities. 
• Produce customer deliverables in a timely manner. 
• Set an example of professionalism and commitment to sound business judgment.
• Collaborate on best practices around products.
• Mentor Level I SAs

Basic Qualifications

• Bachelor’s degree or in lieu of a degree, a high school diploma or GED with five years of hands-on Omnicell product experience
• Five years demonstrated experience with pharmacy and/or nursing workflow in a hospital environment.
• Five years’ experience in a customer-facing role with a focus on improving customer operations in a complex healthcare environment

Preferred Qualifications:

• Formerly registered pharmacy technician or nurse

Specialized Knowledge/Skills:

• Needs some coaching/guidance while advancing in role assist others
• Solid understanding of pharmacy and nursing workflows
• Ability to analyze and interpret customer data
• Expectations:
  • Product expertise: Basic admin-level knowledge with a focus on core, central pharmacy, or IV Omnicell products 
  • Engagement Level: Basic Post-Implementation, Optimization, or Feature Adoption engagements; moderate level Migration; Assist with Pre-Implementation

Work Conditions:

• Office Environment and in hospitals while working with customers
• Remote based position can be based anywhere in the US close to a major airport
• Overnight travel up to ~ 50-60%

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