Job Summary

The Service Renewals function in the Customer Experience organization plays a critical role ensuring our customers have uninterrupted access to of support and services. The Service Renewals Specialist is the entry level role for the renewals function where you will help the organization meet our renewal and revenue objectives through supporting colleagues and their assigned territory or accounts and taking on simpler or smaller customers and renewals independently.

 

Responsibilities

This position is responsible for working in support of the Service Renewals organization - assisting colleagues on their assigned accounts and or handling a set of smaller, simpler customer renewal opportunities. 

 

Assists with inbound customer inquiries about their service renewals. Engages in outbound follow up for customer pending actions on renewals. 

 

Becomes well versed in and can effectively educate customers on service renewals business practices, the different core Omnicell Service offers and common questions about the renewals quoting to invoicing workflow. 

 

Assist with install base, contract coverage and related data for completing service renewals or billable time and materials events. 

 

Communicates issues that may delay or inhibit closure of any service renewal in a timely or proactive fashion. 

 

Accurately assesses and continuously maintains on-time renewal probability for assigned accounts or opportunities.

 

Recognizes new purchase product upgrade opportunities and appropriately notifies Sales accordingly.

 

Identifies and communicates continuous improvement opportunities related to Service Renewals.

 

 

 

Required Knowledge and Skills

Has familiarity with or can quickly learn commonly used Services, Selling or Support tools and technology such as: MS Office/Office 365 suite, SAP or Salesforce like systems for customer relationship and account management, quoting or invoicing. Consistently reliable and independently responsible for set work hours and work assignments Inherent accountability: seldom if ever needs reminding to follow through on assignments or committed action items. Comfortable with and able to make sound 'in policy' decisions where options exist. Seldom requires repeated consultation for standard processes and regularly recurring situations. Disciplined in basic time and priority management and able to adapt and adjust when required. Values and enjoys tasks that require attention to detail and basic analytical skills involving research and investigation across systems and data sources, comparisons, and spotting trends and outliers. Effective communicator and interpersonal skills: in person, in virtual video meetings, phone/conference calls, in writing and documentation of work. Can cope with ambiguity or change productively.

 

Basic Qualifications

High School Diploma or GED Minimum of 3 years prior work history

 

Preferred Qualifications

Customer Service, support, sales, account relationship or management, procurement, contracting or similar customer facing experience Bachelor’s degree Healthcare industry experience

 

Work Conditions

This entry level role will be substantially co-dependent on working daily with trainers and/or colleagues to start and multiple times a week ongoing. Customer needs or team and business goals may require Overtime hours. When permitted and possible, being able to work from the Omnicell Waukegan, IL office 3+ days a week will be advantageous to learning and performing the job. Sufficient work-from-home arrangements will be necessary for any non-office days. Being hired into this role as a fully remote worker may be permissible with qualified prior experience and sufficient full-time work-from-home arrangements. Full-time remote workers may be required to travel to Omnicell locations semi-annually.