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 custome