Customer Success Associate - SMB

Remotefull timeRemote

entry

$98k–$118k

H1B: no

Omadahealth Customer Success Associate at Omada Health supporting SMB clients with fewer than 3,000 employees. Responsible for driving adoption, retention, and expansion of programs.

Responsibilities

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
The ability to demonstrate strong capabilities in the following areas:
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

Qualification

Key Goals and ResponsibilitiesFoster and manage strongWork side-by-side with our marketingDrive overall customer satisfaction

Required

We are looking for individuals who thrive on challenges and are ready to grasp an exceptional opportunity in digital health. You thrive on building exceptional, deep connections with people. You know how to project manage complex tasks as an individual contributor. You utilize data to identify trends and develop processes to make impactful improvements. You are interested in a highly collaborative and cross-functional team role.
Key Goals and 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