[Hiring] Customer Success Associate @Omada Health

Role 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.

• Serve as a subject matter expert and point of escalation for all SMB customers.
• Build and execute 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.
• Meet or exceed CSAT and NPS targets.

This position reports to Omada’s Manager of SMB Customer Success, and works closely with Sales, Marketing, and Client Operations teams.

• 40% of your job will be focused on leading SMB client needs and marketing strategy.
• 20% of your job will be focused on supporting new business launches in SMB segment.
• 20% of your job will be focused on designing strategies to improve customer loyalty and scale operations.
• 20% of your job will be focused on upselling existing customer base to expand their suite of product offerings.

Qualifications

• 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).
• 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.

Requirements

• 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.
• 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.
• 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 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.
• ...and more!