Customer Success Associate - Mid Market

Job Description

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.

Job overview: We are growing fast, and we’re looking for a Customer Success Associate to help us onboard, implement, and manage new Mid-Market customers. The Customer Success Associate will own the relationships between Omada and the mid-market segment of our client partners. In most cases, mid-market customers will engage with Omada through partners such as a health plan, benefits consultant, a benefits broker, etc. A successful candidate will have exceptional written and verbal communication, project/account management, and organizational skills. The CSA has visibility into the entire company, and works alongside our sales, data, marketing, IT, operations, and product teams to serve our client partners. The ideal candidate will also help foster client relationships, develop best practices, and be open to other responsibilities. We’re a very collaborative and hands-on team.

About you:

As the primary point of contact and face of Omada to our clients, you will have the following key goals:

• Foster and manage strong, strategic, long-term client relationships
• Follow low- and high-touch customer parameters and be disciplined with mid-market process rigor
• Monitor project planning and progress tracking to ensure the timeliness, effectiveness, and overall success of client implementations
• Coordinate teams at Omada and the client partner to collaborate on and execute technical integrations, business decisions, and marketing campaigns
• Give presentations and trainings, and travel to client sites as needed
• Communicate ongoing outcomes reports to clients on a regular basis, and use data to tell meaningful and actionable stories to our client partners
• Identify revenue expansion opportunities, create plans to nurture those opportunities, and successfully convert on those opportunities
• Contribute to the development and sharing of best practices and assist with the formation of the Omada accounts team

Candidate profile:

• A bachelor’s degree and 2+ years of relevant professional experience
• Successfully managed complex projects with grace, and have an aptitude for using data to drive decisions
• Comfortable working with the ambiguity of a fast-paced startup - ability to innovate, and solve problems creatively
• Strong presentation and group facilitation skills
• Has a high aptitude for any of these areas: communications strategies, account management/expansion strategies, analytical or technical, problem solving/project management
• The ability to demonstrate impeccable capability in the following areas:
• Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Omada
• Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, clients, and products
• Presentation : sophisticated presentation skills in front of large and small audiences
• Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Omada and our clients
• Problem Solving: acting creatively in response to challenges both in and out of your control
• Drive: proactive attitude that stays a step ahead of client and company needs
• Teamwork: taking great pride in successful collaboration and outcomes achieved together
• Judgment: keen sense for decision-making and prioritization
• A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Excel, PowerPoint, Google Suite, etc.
• A passion for building authentic human connections

Your impact:

• You will work closely with a group of highly motivated individuals with the ultimate goal of providing your clients with a best-in-class customer experience. Ultimately, you will positively impact the lives of many of our members by giving them access to Omada’s disease prevention and management product suite.

Bonus Points for:

• Have worked for or with a fast-paced, growing organization and understand the related challenges
• Have experience in front of clients, partners, and other external stakeholders
• Have an understanding of chronic disease prevention, the US healthcare system, digital health, and the startup work environment

Benefits:

• Competitive salary with generous annual cash bonus
• Stock options
• Remote first work from home culture
• Flexible vacation to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Work from Home stipend
• Monthly mental wellness days
• Two giftable Omada enrollments per calendar year
• ...and more!

It takes a village to change health care. As we build together toward our mission, we strive to embody the following values in our day-to-day work. We hope these hold meaning for you as well as you consider Omada!

• Start with Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together.
• Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada Health delivers integrated, virtual care across chronic conditions, a top clinical need for employers and health plans. By combining clinical best practices with the science of behavior change, Omada Health improves member health and reduces the cost of care. Working with over 1,700+ customers — including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s across a wide variety of industries — Omada delivers personalized interventions for diabetes, diabetes prevention, hypertension, and musculoskeletal issues. All programs include integrated behavioral health support. Omada Health’s virtual care programs are clinically supported and evidence-based, with results published in multiple peer-reviewed journals. To learn more, visit www.omadahealth.com .

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.