Digital Experience Specialist

Digital Experience Specialist Location: Remote Department: Customer Success Reports to: Manager, Digital Experience Why Join Enliven Health? EnlivenHealth is transforming how independent pharmacies engage with their patients and communities. As a Digital Experience Specialist, you’ll be part of a high-impact Customer Success team supporting over 8,000 pharmacy customers. You’ll help drive digital transformation, customer retention, and satisfaction in a rapidly evolving healthcare landscape. This is your opportunity to shape the future of pharmacy engagement, collaborate across departments, and make a measurable impact on customer success. What You’ll Do As a Digital Experience Specialist, you will: Drive Customer Engagement: Lead digital outreach strategies to improve customer utilization, satisfaction, and retention across a portfolio of ~2,000 pharmacy clients. Analyze and Optimize Journeys: Evaluate customer behavior, feedback, and usage data to identify critical touchpoints and implement improvements that enhance the digital experience. Collaborate Cross-Functionally: Partner with Marketing, Sales, Support, and Onboarding teams to align messaging, resolve escalations, support platform migrations and solving product issue efforts. Develop Scalable Strategies: Create and execute personalized digital engagement campaigns that can be deployed at scale, including ecommerce and digital sales initiatives. Support Change Management: Educate customers on new clinical service opportunities, platform upgrades, and automation tools, helping them navigate industry shifts and billing complexities. Monitor and Report Impact: Track KPIs such as Net Promoter Score (NPS), customer adoption rates, and retention outcomes to inform strategy and compensation tiers. Who You Are

Minimum Qualifications

Bachelor’s degree in Communications, Public Relations, Journalism, Business, Marketing, or related field. Minimum 1 year of experience in customer engagement, account management, or customer success. Proven track record of performance in a customer-facing role.

Preferred Qualifications

Strong relationship management and communication skills across diverse stakeholders. Proficiency in Microsoft Office Suite, Google Docs, and spreadsheets. Metrics-driven mindset with experience implementing and tracking KPIs. Prior experience in marketing, customer success, or account management. Familiarity with tools such as Salesforce, Outlook, Slack, Huddle, PowerPoint, Excel, and Word. Experience in healthcare or pharmacy environments is a plus. Conflict resolution and de-escalation skills in high-pressure or ambiguous situations. Ability to prioritize multiple customer tasks and adapt quickly to change. What Success Looks Like Success in this role means: Customer Retention: You consistently meet or exceed retention goals within your assigned territory, contributing directly to revenue stability and growth. Customer Satisfaction: You improve customer satisfaction scores (e.g., NPS) through proactive engagement, clear communication, and effective issue resolution. Utilization Growth: You drive measurable increases in customer adoption of EnlivenHealth services and tools, especially during product migrations and rebranding efforts. Strategic Impact: You identify trends in customer behavior and propose actionable initiatives that lead to improved digital experiences and business outcomes. Team Collaboration: You work seamlessly across departments, contributing to shared goals and supporting escalations, onboarding, and change management efforts. How You’ll Elevate at Omnicell At Omnicell, success isn’t just about what you achieve—it’s about how you achieve it. We embed Elevate Behaviors in everything we do. As a Digital Experience Specialist, you will: Collaborate: Build strong networks across Customer Success, Sales, and Support to drive customer outcomes and resolve escalations. Inspire: Motivate pharmacy partners to embrace digital tools and new service models, even in challenging industry conditions. Develop: Continuously learn from customer data and share insights to improve engagement strategies and team performance. Execute: Take ownership of regional customer outcomes, set clear priorities, and deliver on retention and satisfaction goals. Impact: Drive innovation in digital engagement, challenge legacy processes, and align customer success with business growth. Work Conditions Remote-based role with travel up to 25%. Regional assignment currently focused on the Southern U.S. (Oklahoma to Florida and Puerto Rico). Flexible scheduling and autonomy in managing customer relationships and digital campaigns. Salary Information: This position will offer a base salary of $75,000-$80,000 with a compensation variable plan of $20,000. Actual compensation will be determined based on a variety of factors, including but not limited to: State you reside in Relevant job‑related skills and experience Education and certifications Market data and competitiveness Internal equity considerations Alignment with organizational compensation guidelines #LI-MG2 Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.” Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy. Our guiding principles inform everything we do: As Passionate Transformers, we find a better way to innovate relentlessly. Being Mission Driven, we consistently deliver on our promises. Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. Understanding that Relationships Matter creates synergies that yield the greatest benefits for all. Intellectually Curious, eager to think deeper to learn and improve. In Doing the Right Thing, we lead by example in ALL we do. We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all. Omnicell is dedicated to fostering an inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at [email protected]. At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations. Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.