Regional Director of Customer Success, Omada Health

• A bachelor’s degree and 8 - 10+ years of relevant professional experience
• Have previous experience leading or managing a team within the employee benefits or virtual health space
• Are driven by supporting others grow professionally
• Are willing to challenge and disrupt the notion “this is how we’ve always done it”
• Can foster a high level of team engagement and motivation
• Lead effectively in a highly dynamic and fast-paced environment
• An expert at communicating value to clients using data to tell meaningful and actionable stories that result in expansion and retention opportunities
• Experience in startup to Fortune 50 company employee size
• Strong experience in field sales or account management working towards up-sell and cross-sell opportunities, and owning the renewals process
• Successfully managed complex, technical projects
• 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

• The Senior Manager will oversee the training and development of customer success managers who own the relationships between Omada and a larger, more complex segment of our client partners
• This team is responsible for strategic account planning and execution, identifying expansion opportunities, educating the client on how to realize increased value from Omada, and leading internal growth strategies through influence
• Foster a healthy, motivating, and collaborative team culture
• Identify and manage strong, strategic, long-term client relationships with some of the top client decision-makers and industry influencers in your region
• Coach the team on how to thoughtfully drive overall customer satisfaction, enrollments, and customer interest in additional products with some of the largest and complex customers
• Influence how Customer Success can work better with other teams at Omada to collaborate on, and execute against, technical integrations, business decisions, and marketing campaigns
• Identifies underlying customer needs and leverages company resources to meet those needs in ways that retain, expand, and upsells the customer and influences how we can leverage those learnings for other customers at Omada
• Assist in developing stronger account strategy through creating and improving upon strategic plans and growth strategies
• Contributes to the development and sharing of best practices that builds the Omada accounts team
• Develop a deep understanding of Omada’s core processes and customer implementation landscape
• Host regular check-ins for strategic guidance as well as quarterly professional development conversations with each team member
• Support team members to set and track progress towards personal goals that align to broader goals of the commercial org and business strategy
• Develop and execute on strategy for continuous improvement of team KPIs and what great looks like for the Customer Experience Team
• Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps
• Orchestrate and attend syncs with cross-functional leads to identify and solve operational and performance-related issues
• Travel to client sites as needed
• As a Regional Director, you will be leading those who work most closely with our strategic Enterprise customers to positively impact the lives of thousands of people
• Using data, outcomes, clinical best practices, you will inspire a team that in turn inspires others how Omada is helping patients live happier, healthier lives and reduce the risk and costs associated with chronic disease