Owens & Minor

Manager, Customer Success

Owens & Minor • $90K — $98K *
Dallas, TX 75217In-Person
Healthcare
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Administration or related field.
  • Proven experience in a customer-facing leadership role.
  • Understanding of customer success principles and lifecycle management.
  • Prior people management experience with large, complex teams.
  • Strong knowledge of business and overall operations.

Responsibilities

  • Develop and implement customer success strategies to enhance retention and loyalty.
  • Lead and manage a team of Customer Success Partners for optimal service levels.
  • Build strong relationships between Customer Success Partners and customers to maximize satisfaction.
  • Drive proactive engagement and problem-solving to ensure customer loyalty and advocacy.
  • Collaborate with various teams to ensure seamless customer operations and handle escalations.

Benefits

  • Opportunity to lead and shape a high-performance team.
  • Engagement in continuous improvement initiatives.
  • Direct involvement with cross-functional teams to enhance customer satisfaction.
  • Exposure to high-level customer interactions and decision-making processes.
Full Job Description
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.

About Owens & Minor

Owens & Minor, Inc. (NYSE: OMI) is a global healthcare solutions company that incorporates product manufacturing, distribution support and innovative technology services to deliver significant and sustained value across the breadth of the industry – from acute care to patients in their home. Aligned to its Mission of Empowering Our Customers to Advance HealthcareTM, more than 15,000 global teammates serve over 4,000 healthcare industry customers. A vertically-integrated, predominantly Americas-based footprint enables Owens & Minor to reliably supply its self-manufactured surgical and PPE products.

Owens & Minor Careers

Join the dynamic team at Owens & Minor, a leading global healthcare solutions company. With a rich history and a vibrant culture of innovation and leadership, there has never been a better time to explore job opportunities with us. Work You’ll Do At Owens & Minor, we empower our team to drive the healthcare industry forward through cutting-edge solutions and unparalleled client service. Our commitment to diversity and professional growth makes Owens & Minor not just a workplace but a place to build a meaningful career. Transform the Healthcare Industry Join our team to help healthcare organizations operate more efficiently and effectively using our innovative supply chain solutions. At Owens & Minor, you will work alongside industry experts dedicated to improving patient outcomes and reducing healthcare costs. Lead with Us Step into a role that harnesses your skills and passion for leadership. Owens & Minor is uniquely positioned at the intersection of healthcare solutions and technological innovation, providing a platform for professional growth and industry leadership. Collaborate with Experts Become part of a global team that values collaboration and diversity. Our network of professionals spans across continents, all working together to make a significant impact in healthcare. With over 15,000 dedicated team members, your potential for networking and professional development is expansive. Owens & Minor Jobs and Internship Programs We offer a range of career and internship opportunities designed to attract the best and brightest. Whether you're a seasoned professional or a recent graduate, Owens & Minor provides the tools and training to take your career to the next level. Innovate with Us Engage in work that challenges and fulfills you. Owens & Minor is at the forefront of healthcare innovation, constantly seeking better ways to serve our clients through advanced technology and strategic insights. Be Part of Our Culture Experience a culture that promotes career growth and supports your personal and professional development. Owens & Minor is committed to offering benefits that enhance your life and work, including comprehensive health benefits, diversity training, and flexible working arrangements. Future-Proof Your Career With Owens & Minor, the path to success is filled with opportunities to advance. Our supportive environment is designed to cultivate your talents through ongoing training and leadership programs. Explore Discover how Owens & Minor is revolutionizing healthcare: - Implementing advanced distribution strategies to enhance supply chain efficiency. - Leveraging data analytics to predict healthcare trends and improve client service. The Owens & Minor Difference Our combined expertise in healthcare solutions and our commitment to innovation and diversity make Owens & Minor a leader in the industry. Clients and healthcare providers trust Owens & Minor to deliver operational excellence and drive transformative outcomes. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. SEARCH OWENS & MINOR JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Owens & Minor.
Learn more about Owens & Minor
Size
6,900 employees
Market Cap
$1.4 billion
Industry
Healthcare
Net Income
$29.8 million
Founded
1882
5 Year Trend
+0.1%
Revenue
$8.4 billion
NASDAQ
OMI
* Ladders Estimates

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