Associate Client Services Specialist, Omada Health
$68.9-90k
Salary dependent on location + Annual cash bonus + Equity grants
A digital-first chronic care provider
Be an early applicant
A digital-first chronic care provider
501-1000 employees
Be an early applicant
$68.9-90k
Salary dependent on location + Annual cash bonus + Equity grants
501-1000 employees
Company mission
To inspire lasting health changes that change lives.
Role
Who you are
- Bachelor's degree with 1+ year of equivalent practical experience in a support of operations-related role preferred
- 4+ years of demonstrated proficiency or equivalent practical experience in a support or operations-related role
- Proficient in Excel operations, encompassing data sorting, filtering, reformatting, and validation techniques, demonstrating a keen eye for detail and accuracy
- Familiarity with a diverse range of applications and tools, such as Zendesk (or similar CRM platforms), Salesforce, and Google Suite, showcasing adaptability and technological fluency
- Proven experience in customer implementation and/or project management within a B2B environment, highlighting the ability to drive successful outcomes and customer satisfaction
- Prior exposure to the demands of a rapidly evolving organization, adept at navigating the complexities and seizing opportunities for growth and innovation
- Background in healthcare industry operations, coupled with experience in safeguarding Protected Health Information (PHI), ensuring compliance and confidentiality in all interactions
- Possess strong analytical thinking skills and the ability to make sound judgment calls
- Demonstrate proactive initiative and self-direction in navigating ambiguous or challenging scenarios, ensuring progress even in the face of uncertainty
- Communicate effectively by emphasizing the "why" behind decisions, fostering understanding and alignment across teams rather than simply providing "yes" or "no" responses
- Navigate existing processes adeptly while proactively identifying opportunities for process improvement or innovation to enhance efficiency and effectiveness
- Exhibit meticulous attention to detail and adaptability in fast-paced, dynamic environments, maintaining precision amidst evolving circumstances
- Embrace a balanced approach to work, seamlessly transitioning between individual tasks and collaborative endeavors to meet team objectives
- Possess exceptional communication skills with the ability to identify client needs, anticipating and addressing concerns to deliver outstanding service
- Exhibit strong problem-solving skills and a track record of making well-informed decisions, even in high-pressure situations
- Have superior organizational and time management skills, efficiently prioritizing tasks and deadlines to optimize productivity and deliver results
- Have knowledge of customer service programs and databases, or the ability to learn new software quickly
- Demonstrate innovative and creative thinking to continuously improve the client experience, ensuring the organization remains at the forefront of industry standards and practices
What the job involves
- The Client Services team, within the Customer Experience Organization, collaborates closely with Customer Success Managers (CSMs), Sales, Marketing Operations, Client Analytics, and Engineering teams to deliver exceptional post-sales onboarding experience and proactive customer service for our B2B customers
- Tasked with configuring and troubleshooting Omada systems, they coordinate with internal and external partners to provide prompt and accurate responses to client inquiries
- The ideal candidate thrives as an individual contributor within a collaborative setting, excelling as a critical thinker who considers solutions rather than limitations, and embraces a proactive stance towards problem-solving
- Configure Omada systems and proactively monitor internal readiness to ensure seamless support for customer onboarding and offboarding deadlines
- Manage the comprehensive life cycle of reporting requests, providing timely updates to Customer Success Managers (CSMs), customers, and relevant third-party vendors
- Utilize existing data to generate insightful reporting for CSMs and serve as the primary point of contact for additional reporting requests, facilitating collaboration with internal teams
- Oversee the creation and management of reporting portal access for customers, ensuring secure and user-friendly access to vital data
- Investigate, triage, and efficiently resolve cases from both external customers and internal stakeholders, serving as a key escalation point for all customer-related issues
- Resolve complex client problems or disputes in a professional manner, with a focus on customer satisfaction and retention
- Identify and resolve documentation and workflow gaps and inefficiencies across internal teams, fostering streamlined operations and enhanced productivity
- Develop and oversee the implementation of Client Services protocols to enhance service delivery and optimize the customer experience
- Maintain accurate records of customer interactions for training purposes, ensuring knowledge transfer and continuous improvement within the team
- Track operational metrics at both individual and team levels to assess KPI achievement and initiate corrective measures to enhance performance where needed
- Support in the preparation and delivery of Quarterly Team Updates for CX Leadership, providing insights into operational performance and key achievements
- Manage special projects to enhance Client Services protocols and elevating the overall customer experience
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
9% employee growth in 12 months
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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