Omada Health - Customer Success Associate
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Requirements
• Autofill with MyGreenhouse
Responsibilities
• Foster and manage strong, strategic, long-term client relationships • Independently own and execute new business and upsell client implementations • Serve as the primary point of contact for all client, consultant, and partner questions in the SMB segment and collaborate with internal teams to investigate, triage, and resolve cases from our external stakeholders • Contribute to individual and team-level operational metrics for CSAT, implementation, response time, and client churn • Work side-by-side with our marketing, sales and client operations teams to maintain and enhance cross-functional processes • Promote Omada outreach best practices through client adoption of Omada’s quarterly refresh campaign strategy. • Identify opportunities for scale and build strategic plans to execute. • Drive overall customer satisfaction, enrollments, and customer interest in additional products. • Contribute to team and cross-functional projects and initiatives • A bachelor’s degree and 2+ years of relevant professional experience • Background or experience working in Healthcare and Digital Health. • Experience in startup to Fortune 50 company employee size (industry experience: manufacturing, retail, etc) • Have a proven track record of driving revenue expansion and relationship development strategies. • Experience in or knowledge of field sales or account management • Successfully managed complex projects and have an aptitude for using data to drive decisions • Written and Verbal Communication: clear articulation of goals and needs, listening and constantly seeking context, effectively representing Omada CX, both internally and externally • Written and Verbal Communication: • Organization: Independently manage and prioritize needs for a high volume of accounts, from your email inbox habits, to your time management, to client deliverables and internal projects • Organization: • Client Facing Presentation: sophisticated presentation skills in front of large and small audiences. • Client Facing Presentation • Customer Service: natural ability and desire to establish an exceptional customer experience while maintaining the best interests of Omada • Customer Service: • Problem Solving: calmly assessing and responding to challenges to current process, identify pain points, propose solutions • Problem Solving: • Conflict Management: Remain calm in the face of external and internal escalations and involve leadership when necessary • Conflict Management: • Self-motivated: proactive attitude and drive that stays a step ahead of client and company needs • Self-motivated: • Collaboration: taking great pride in successful collaboration and outcomes achieved together • Collaboration: • A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Zendesk, Excel, PowerPoint, Google Suite, etc.
Benefits
• Competitive salary with generous annual cash bonus • Remote first work from home culture • Flexible Time Off to help you rest, recharge, and connect with loved ones • Generous parental leave • Health, dental, and vision insurance (and above market employer contributions) • 401k retirement savings plan • Lifestyle Spending Account (LSA) • Mental Health Support Solutions • It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada! • Cultivate Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other. • Cultivate Trust. • Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road. • Seek Context. • Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers. • Act Boldly. • Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work. • Deliver Results. • Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together. • Succeed Together. • Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it. • Omada is thrilled to share that we’ve been certified as a Great Place to Work! Please click here for more information. • We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.
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