Customer Success Associate - SMB

August 24

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Omada Health

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A digital-first chronic care provider, helping members change mindsets to improve health and build lasting change.

Diabetes Prevention • Digital Health • Behavioral Science • Digital Therapeutics • Health Benefits

201 - 500

💰 $192M Series E on 2022-02

Description

• Omada is hiring a Customer Success Associate to join our SMB customer success team supporting clients in the small-to-medium sized business segment with <3k employees. • This person will help us implement, manage, and grow both new and existing customer base and is responsible for driving adoption, retention, and expansion for all our programs. • Your day-to-day will include serving as a subject matter expert and point of escalation for all SMB customers; building and executing plans to accelerate revenue through Omada marketing best practices; ensure we meet or exceed enrollment forecasts; build scalable processes to support the SMB service model; and meet or exceed CSAT and NPS targets.

Requirements

• 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 • The ability to demonstrate strong capabilities in the following areas: • Written and Verbal Communication: clear articulation of goals and needs, listening and constantly seeking context, effectively representing Omada CX, both internally and externally • 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 • Client Facing Presentation: sophisticated presentation skills in front of large and small audiences. • Customer Service: natural ability and desire to establish an exceptional customer experience while maintaining the best interests of Omada • Problem Solving: calmly assessing and responding to challenges to current process, identify pain points, propose solutions • Conflict Management: Remain calm in the face of external and internal escalations and involve leadership when necessary • Self-motivated: proactive attitude and drive that stays a step ahead of client and company needs • Collaboration: taking great pride in successful collaboration and outcomes achieved together • 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 quarterly incentive compensation goals • 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 • Two giftable Omada enrollments per calendar year • Lifestyle Spending Account (LSA) • Mental Health Support Solutions • ...and more!