Customer Success Manager, Omada Health

• A bachelor’s degree and 6+ years of relevant professional experience
• Experience project managing and owning the post-sales implementation in collaboration with technical teams
• Experience in startup to Fortune 50 company employee size (industry experience: healthcare, manufacturing, retail, etc)
• Experience in or knowledge of field sales or account management working towards up-sell and cross-sell opportunities, and owning the renewals process
• Successfully managed complex projects with grace, and have an aptitude for using data to drive decisions
• The ability to demonstrate impeccable capability in the following areas:
• Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Omada
• Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, clients, and products
• Presentation: sophisticated presentation skills in front of large and small audiences
• Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Omada and our clients
• Problem Solving: acting creatively in response to challenges both in and out of your control
• Drive: proactive attitude that stays a step ahead of client and company needs
• Teamwork: taking great pride in successful collaboration and outcomes achieved together
• Judgment: keen sense for decision-making and prioritization
• A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Excel, PowerPoint, Google Suite, etc

Desirable

• We are growing fast, and we’re looking for a Mid-Market Customer Success Manager to help us onboard, implement, and manage new and existing customers with an employee population of 3-10k
• The Customer Success Manager will own the relationships between Omada and a segment of our client partners
• This includes project managing implementation, and taking responsibility for up-sell opportunities and renewals
• The CSM has visibility into the entire company, and works closely with our Sales, Data, Marketing, IT, Operations, and Product teams to serve our client partners
• The ideal candidate will also help develop best practices and be open to other responsibilities. We’re a very collaborative and hands-on team!
• Foster and manage strong, strategic, long-term client relationships
• Take ownership of strategic planning and progress tracking to ensure the timeliness, effectiveness, and overall success of client relationships from implementation and beyond
• Coordinate teams at Omada and the client partner to collaborate on and execute technical integrations, business decisions, and marketing campaigns
• Lead account planning and strategically prioritize a BOB ranging around 60+ mid-market size accounts
• Communicate value to clients on a regular basis; we use data and industry feedback to tell meaningful and actionable stories to our client partners
• Identify opportunities for growth and build strategic plans to execute
• Contribute to the development and sharing of best practices and assist with the formation of the Omada accounts team
• Drive overall customer satisfaction, enrollments, and customer interest in additional products
• Contribute to team and cross-functional projects and initiatives
• Travel to client sites as needed (EST 1x per quarter)
• Drive refresh enrollments for 60% of their client BoB each quarter
• Present and adopt clients onto Omada-led outreach best practices through robust annual communications strategy
• Strong contributor to non-PVN DM & HTN enrollments