Customer Success Associate - SMB

Omada Health

4d•Remote

About The Position

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. 40% 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 operations. 20% of your job will be focused on upselling existing customer base to expand their suite of product offerings.

Requirements

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
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.

Responsibilities

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