Associate Client Services Specialist

Omada Health

11d•$68,904 - $90,000•Remote

About The Position

Omada Health is on a mission to inspire and enable people everywhere to live free of chronic disease. Job Overview 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.

Requirements

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
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

Responsibilities

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