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.
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
Competencies
- 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
Qualifications
- 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
Benefits
- Competitive salary with generous annual cash bonus
- Remote first work from home culture
- Flexible Time Off 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
- Lifestyle Spending Account (LSA)
- Mental Health Support Solutions
- ...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!
- Cultivate 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 is a between-visit healthcare provider that addresses lifestyle and behavior change elements for individuals managing chronic conditions. Omada’s multi-condition platform treats diabetes, hypertension, prediabetes, musculoskeletal, and GLP-1 management. With insights from connected devices and AI-supported tools, Omada care teams deliver care that is rooted in evidence and unique to every member, unlocking results at scale. With more than a decade of experience and data, and 29 peer-reviewed publications showcasing clinical and economic proof points, Omada’s approach is designed to improve health outcomes and contain costs. Our customers include health plans, pharmacy benefit managers, health systems, and employers ranging from small businesses to Fortune 500s. At Omada, we aim to inspire and empower people to make lasting health changes on their own terms. For more information, visit: https://www.omadahealth.com/
Omada is thrilled to share that we’ve been certified as a Great Place to Work! Please click here for more information.
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.
Below is a summary of salary ranges for this role in the following geographies:
California, New York State and Washington State Base Compensation Ranges: $72,036 - $90,000*, Colorado Base Compensation Ranges: $68,904 - $86,100*. Other states may vary.
This role is also eligible for participation in annual cash bonus and equity grants.
*The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.
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