Customer Success Associate - SMB

Posted Sep 3

Omada Health is on a mission to inspire and nurture lifelong health, one day at a time. Omada's virtual care teams help individuals living with chronic conditions achieve long-term health improvements by combining the latest and breakthrough behavioral science.

Job overview:

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

60% 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

About you:

We are looking for individuals who thrive on challenges and are ready to grasp an exceptional opportunity in digital health. You thrive on building exceptional, deep connections with people. You know how to project manage complex tasks as an individual contributor. You utilize data to identify trends and develop processes to make impactful improvements. You are interested in a highly collaborative and cross-functional team role.

Key Goals and 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

You will love this job if you have:

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!

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.
Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
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.
Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together.
Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada is a virtual-first chronic care provider that nurtures lifelong health, one day at a time. Our care teams implement clinically-validated behavior change protocols for individuals with prediabetes, diabetes, hypertension, and musculoskeletal issues for consistent improvements that stack up. With more than a decade of experience and data, and 24 peer-reviewed publications that showcase our clinical and economic results, we improve health outcomes and help contain healthcare costs.

Our scope exceeds 1,800 customers, including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s. Omada is the first virtual provider to join the Institute for Healthcare Improvement’s Leadership Alliance, reflecting our aim to complement primary care providers for the benefit of our members, and affirming our guarantee to every partner: Omada works different.

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.

Below is a summary of compensation ranges for this role in the following geographies:

California, New York State and Washington State Ranges: $97,600 - $117,000, Colorado Compensation Ranges: $89,840 - $107,300

Range is indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. Base salary is approximately 78% - 83% of total compensation range. The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.

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