Senior Customer Success Manager - Jumbo
Omada Health
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Posted:
August 17, 2023
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Remote
About the position
The Senior Customer Success Manager at Omada Health will be responsible for managing relationships with large clients and driving customer satisfaction, retention, and expansion. They will work closely with the Director of Customer Success - Jumbo and collaborate with various teams within the company to serve client partners. The ideal candidate will also contribute to shaping the Jumbo segment, developing best practices, and driving growth through increased engagement. Strong communication, relationship-building, and problem-solving skills are essential for success in this role.
Responsibilities
- Proactively manages a portfolio of Jumbo (80k+ employees) clients
- Owns the client relationship and is accountable for client health, retention, expansion strategy, and upsell support for your book of business
- Develops strong relationships with key customer stakeholders, executive sponsors, and c-level decision makers
- Develops and leads account strategy to drive growth through increased engagement and partners with sales on upsells
- Meet assigned targets for profitable growth volume and strategic objectives in accounts
- Ability to tell a story with data, build and lead exceptional quarterly and annual business reviews with customers
- Deeply understands customer needs; effectively communicates and collaborates with cross-functional teams
- Represent the "collective" voice of your customers within Omada to influence roadmap, innovation, and resource allocation
- Resolve billing and Support inquiries in a timely and productive manner
- Share best practices, case studies, and key learnings with broader Customer Success and cross-functional team members for learning and development
- Support onboarding of new team members as needed
- Travel to client sites as needed
Requirements
- Bachelor's degree and 6+ years of relevant professional experience
- Experience managing companies with 80k+ employees
- Proven leader in strategic account management
- Ability to understand complex commercial relationships
- Expert relationship builder at all levels of a client organization, especially at Executive and C-level
- Experience working in a fast-paced healthcare startup and large Fortune 100 company
- Ability to manage complex projects and use data to drive decisions
- Excellent communication skills
- Strong organizational skills
- Effective presentation skills
- Emotional intelligence
- Problem-solving skills
- Innovative mindset
- Proactive attitude
- Strong teamwork skills
- Keen judgment and decision-making abilities
- Proficiency in Salesforce, Gainsight, Excel, PowerPoint, Google Suite, etc.
- Understanding of chronic disease prevention, the US healthcare system, digital health, and the startup work environment (bonus)
- Passion for health and wellbeing (bonus)
- Remote work environment
- Competitive salary
- Flexible vacation plan
- Parental leave
- Health, dental, and vision benefits
Benefits
- Remote first work environment
- Competitive salary
- Flexible vacation plan
- Parental leave
- Health, dental, and vision
- Allowance for home office setup
- Stipend for professional development
- Two giftable Omada enrollments per calendar year
- Other benefits (not specified)