Customer Success Associate, Omada Health
SMB
$94.8-117.8k
OTE
Salary applicable for candidates based in CA, NY, WA & CO (dependent on location), may vary in other locations + Annual cash bonus. Base salary is approximately 77% - 83% of total compensation range
A digital-first chronic care provider
Be an early applicant
A digital-first chronic care provider
501-1000 employees
Be an early applicant
$94.8-117.8k
OTE
Salary applicable for candidates based in CA, NY, WA & CO (dependent on location), may vary in other locations + Annual cash bonus. Base salary is approximately 77% - 83% of total compensation range
501-1000 employees
Company mission
To inspire lasting health changes that change lives.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Our take
Health tracking apps help people to analyse their health data and provide passive notifications and reminders based on their activities. However, these notifications are easy to ignore and do not have any form of medical authority.
Omada Health offers various virtual health programs that cover areas such as diabetes, weight management and hypertension. As opposed to receiving notifications based on their health, Omada shares real-time health data with both patients and healthcare professionals to increase commitment levels to health tracking apps.
The startup claims that this human-interaction from healthcare professionals within a health tracking framework increases the likelihood of a positive outcome by 250%. Omada currently uses more than a billion data points recorded from 550,000 patients, aiming to use this data to broaden strategies within medical communities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Feb 2022
$192m
SERIES E
May 2020
$57m
LATE VC
Total funding: $448.8m
Company benefits
- Remote first
- Flexible vacation
- Wellness days
- Parental leave
- Omada program
- Resources to thrive
- Meeting-free days
Company HQ
Financial District, San Francisco, CA
Leadership
Adrian James
(Co-Founder & Member of the Board of Directors)Studied Mechanical Engineering at Stanford. Was a Mechanical Engineer with Risse Racing, Edge Innovations, and Plantas Eolicas. Worked at IDEO for over 9 years, leaving as Domain Lead. Is a Board Member of Moving Analytics.
Sean Duffy
(Co-Founder & CEO)Studied Neuroscience at Columbia, and MBA in Healthcare from Harvard. Was a Nurse Assistant at Straub Hospital. Worked at Google for 2 years in People Analytics. Was a Health & Wellness Domain Specialist at IDEO. Editor of Medgadget for 4 years. Current Founder of Excel Everest.
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