Customer Success Associate, Omada Health

SMB

$92.6-114.9k

OTE

Salary applicable to candidates in California, New York State, Washington State and Colorado only and may vary in further locations. Base salary is approximately 79% - 83% of total compensation range. Plus Quarterly Incentive Compensation Goals

Excel

Salesforce

GSuite

Zendesk

Junior and Mid level

Remote from US

More information about location

A digital-first chronic care provider

Open for applications

A digital-first chronic care provider

501-1000 employees

HealthcareB2BPersonal healthData Analysis

Open for applications

$92.6-114.9k

OTE

Excel

Salesforce

GSuite

Zendesk

Junior and Mid level

Remote from US

More information about location

501-1000 employees

HealthcareB2BPersonal healthData Analysis

Company mission

To inspire lasting health changes that change lives.

Job

Company

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
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
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 analyze 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

Top investors

9% employee growth in 12 months

Glassdoor (3.9)

Company

Funding (last 2 of 9 rounds)

Feb 2022

$192m

SERIES E

May 2020

$57m

LATE VC

Total funding: $448.6m

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

(Member of the Board of Directors & Co-founder)

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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