Manager, Customer Success

Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™.

Global Reach with a Local Touch

• 140+ years serving healthcare

• Over 14,000 teammates worldwide

• Serving healthcare partners in 80 countries

• Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland

• 40+ distribution centers

• Portfolio of 300 propriety and branded product offerings

• 1,000 branded medical product suppliers

• 4,000 healthcare partners served

Benefits

• Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.

• Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.

• Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.

• Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.

• Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.

• Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.

• Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.

• Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.

The anticipated salary range for this position is $90-98K Base salary, plus an AIP of 10%.  The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Manages a group of Customer Advocates, focused on a specific customer base.  This role focuses on specific customer-specific activities related to any customer needs. Ensures that the team environment is organized, professional, safe and performing at a high level of efficiency and effectiveness. Acts as an escalation and dispute resolution point within the team. May be asked to execute functional projects at times to support the customer and enable scalability while establishing strategic, long-term relationships to collaborate across different functions. Interfaces with the Sales Operations Teams and Technology & Innovation organization to enable process improvement and standardization of the Customer Success team operations.

CORE RESPONSIBILITIES

• Participate in developing and implementing customer success strategies to increase customer retention, satisfaction, and loyalty.
• Attract, Retain, Build, and lead a team of Customer Success Partners to ensure high customer service and satisfaction levels.
• Responsible for ensuring that the Customer Success Partners build and maintain strong relationships with our customers, ensuring their satisfaction and maximizing their success with our products and services.
• Ensures the Customer Success Partners develop customer loyalty, retention, and advocacy through proactive engagement, effective problem-solving, and delivering exceptional support experiences.
• Work closely with sales, inventory, demand planning, supply planning, PMF teams, contracts/pricing, and overall operations teams to ensure alignment and smooth customer operations/transitions.  Handles escalations of repeated issues reported from Customer Service and/or directly from our customers.
• Ensures the Customer Success Partners build and maintain strong collaborative relationships with internal customers – RSDs, AEs, and Operations Teams.
• Ensure team is maximizing top line dollars, by minimizing inventory impacts, out of stock, and product availability issues by investigating and proactive communication with customers.
• Drive Continuous Improvement culture within Customer Success.
• Identify opportunities for continuous improvement and implement necessary changes.
• Manage customer escalations effectively and proactively.
• Develop and maintain strong relationships with key customer stakeholders and internal customer partners – RSDs, AEs, CPS, and Sales Operations teams.
• Gather and analyze customer feedback, requests, and suggestions, act as a voice of the customer and provide valuable insights to internal teams for improvements.
• Analyze data and reports to identify improvement opportunities, noncompliance issues, or further training or development needs.
• Partner with Commercial Training Team to ensure that materials are updated according to business needs.
• Communicates with Sales Compensation on monthly variable pay incentive for direct teammates.
• Monitor customer health and engagement through key metrics and indicators, such as usage patterns, renewal dates, and customer satisfaction scores, take measures to mitigate churn risks, and drive renewals. 
• Monitor other key performance indicators (KPIs) to measure the effectiveness of the customer success partners and direct team.
• Define and track customer success metrics, such as customer retention rates and customer satisfaction scores, to assess and report on customer success for direct team of customer success partners.
• Advocate for customer needs and insights within the organization.
• Ensures that various teammate performance metrics are being met for the team: resource planning, absenteeism, attrition, etc. Determines and implements appropriate performance management plans to improve or correct team behavior.
• Performs quality assurance on team’s customer interactions as needed to support the development and performance of direct reports.
• Ensures the consistent cross-flow of all relevant information between leadership and direct reports; leads daily/weekly huddle groups with team.
• Executes bi-weekly 1/1 sessions with direct teammates to review portfolio status as it relates to KPIs, Customer Health/Satisfaction, and employee satisfaction/performance.
• Performs annual performance reviews for direct reports.
• Communicates directly with direct team and/or customers during system issues, maintenance periods, service outages, or natural disasters.
• Utilizing project management skills to effectively develop implementation plans and accurate project timelines to ensure business objectives are met
• Ensures team understands the customer strategy, while assisting to drive proprietary products within all customers.
• Identify and analyze relevant data from various teams and jointly develop troubleshooting countermeasures, risk mitigation plans, and/or process improvements
• Collaborate with cross functional teams to manage and update inventory management process with category managers, planning, sales, and customer service
• Acts as an ambassador to the team by actively supporting the values of the broader Owens & Minor organization.

 Requirements:

• Bachelor’s degree in Business Administration or related field.
• Proven experience in a customer-facing leadership role.
• Understanding of customer success principles and customer lifecycle management
• Prior people management experience - large, complex, and/or cross-functional teams.
• Strong understanding of business and overall operations
• Strong cross-functional knowledge and capabilities present within the Customer Care Organization.

• Proven leadership, managerial, interpersonal, and personal development skills required.
• Influential change agent.
• Demonstrated skills and confidence in proactively building relationships with top-tier partners/leaders both internally and externally.
• Energetic, flexible, collaborative, and proactive leader who welcomes challenges.
• Strong ability to communicate effectively and persuasively, both verbally and in writing.
• Manages time and resources effectively through strong organization, multitasking, delegation, time management, and project management skills.
• Works independently as a self-starter committed to delivering the highest level of customer service/support, quality and results.
• Anticipates problems and works proactively to solve them through creative thinking.
• Ability to clearly communicate, diffuse difficult situations, and authentically provide encouragement and recognition.
• Prior experience working in Life Sciences / Healthcare is strongly preferred but not required.

#LI-CS2

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.