Client Engagement Specialist II (ON-SITE RALEIGH, NC)

The Clinical Support Specialist is responsible for the ongoing success, performance, and customer satisfaction of Owens & Minor’s Custom Procedure Tray (CPT) and kitting programs within an assigned customer base. This role owns the day‑to‑day relationship with customers as it relates to CPT operations, clinical accuracy, inventory health, and continuous optimization.

The anticipated salary range for this position is $75,000-$85,000 yr/.  The actual compensation offered may vary based on job related factors such as experience, skills, education and location.

Reporting to the Director of Kitting Implementation & Customer Excellence, the Clinical Support Specialist role ensures existing customer's CPT programs are clinically sound, operationally efficient, and aligned with customer needs—supporting retention, expansion, and long‑term program growth through exceptional service and partnership.

The role works closely with CPT leadership, operations, quoting, and local sales teammates as needed, and requires comfort working directly with customers both virtually and in the OR/clinical environments.

• Own and manage the day‑to‑day customer relationship for CPT and kitting programs within an assigned account base
• Serve as the primary point of contact for CPT‑related questions, requests, issues, and updates
• Ensure high levels of customer satisfaction through proactive communication, responsiveness, and follow‑through
• Receive, manage, and resolve customer issues or complaints, escalating as appropriate

• Partner directly with customers to review, maintain, and update CPTs based on changing clinical, procedural, or operational requirements
• Conduct ongoing reviews of CPT configurations to ensure accuracy, standardization, and alignment with clinical best practices
• Identify opportunities to optimize componentry, improve efficiency, and support program profitability while maintaining clinical integrity
• Manage and support approved product substitutions, including customer communication, documentation, and validation

• Work with internal operations, inventory, and planning teams to ensure availability and continuity of CPT inventory
• Monitor usage trends and support customers during volume changes or usage spikes
• Support continuous review of pricing accuracy, component alignment, and pack consistency

• Act as a liaison between customers, CPT operations, quoting, customer success, and local sales teams
• Collaborate with the CPT quoting team to support component reviews, pricing accuracy, and timely implementation of new CPTs
• Support smooth conversions, updates, and implementations for new or revised CPTs
• Provide clinical and operational insights that support broader CPT strategy and continuous improvement

• Support retention and growth of existing CPT business through program performance, customer satisfaction, and clinical partnership
• Partner with local sales teammates as needed on CPT expansions, clinical reviews, and customer presentations
• Support Owens & Minor strategies related to proprietary products and standardization initiatives within existing accounts

• Bachelor’s degree preferred or minimum of a medical certification (RN, Surgical Tech, or equivalent clinical background strongly preferred)
• Minimum 2+ years of experience in healthcare, clinical support, customer success, supply chain, or related field
• Comfort working in OR and clinical environments with nursing and surgical staff
• Strong verbal and written communication skills
• Ability to work independently while managing multiple accounts and priorities

• Knowledge of surgical procedures, CPTs, and surgical componentry
• Experience with healthcare supply chain, kitting, or procedural inventory programs
• Strong influencing and problem‑solving skills in a customer‑facing role
• High level of technological fluency, including Microsoft Office (Excel, PowerPoint, Word) and virtual collaboration tools (Teams, Zoom)
• Ability to synthesize data from multiple systems and reports to support customer discussions

• May provide backup support for other Clinical Support Specialists as business needs require
• Travel required based on customer and business needs