Client Services Associate

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

Job overview:

The Client (B2B) Services team sits within the Customer Success Org and works together with sales, customer success managers, marketing, data, and engineering teams to provide a seamless post-sales onboarding experience and exceptional customer service that is proactive for all of our clients. They are responsible for technical configuration and troubleshooting of Omada systems, coordinating with internal and external partners to provide participant activity reports, and general customer service- interpreting customer questions and delivering accurate answers. A successful candidate in this role will thrive as an individual contributor in a collaborative environment, be an exceptional critical thinker who communicates “how” rather than “no” in difficult or ambiguous situations, and takes a proactive approach to problem solving.

 

Your impact:

• Configure Omada systems and monitor internal readiness to support customer onboarding and off-boarding deadlines
• Manage the intricate life cycle of reporting requests and communicate updates to Customer Success Managers (CSM), customers, and involved third party vendors
• Proactively identify and resolve documentation and workflow gaps and inefficiencies, both internally and across teams
• Coordinate with CSMs and the Marketing team to ensure everyone is equipped with necessary information for timely enrollment campaigns
• Investigate, triage, and resolve cases from external and internal stakeholders
• Serve as a point of escalation for member-related cases from customers and/or CSMs
• Create and manage secure file transfer protocol (sFTP) connections for customers, third-party aggregators, and health plans
• Setup and monitor incoming data feeds for failures and perform level 1 troubleshooting
• Contribute to individual and team-level operational metrics for CSAT, response time, and quality assurance

 

You will love this job if you:

• Are a tenacious problem solver who thinks critically and isn’t afraid to ask questions in order to drive resolution
• Are comfortable practicing proactivity and autonomy in ambiguous or frustrating situations
• Communicate by telling “why” rather than saying “yes” or “no” 
• Can follow existing processes as well as identify the need for new or updated ones
• Are detail-oriented and can follow-along in an ever-changing environment
• Love the balance of working on individual deliverables and collaborating in and across teams when necessary

 

You will be successful in this job if you have:

• 1-2 years of experience in a support or service related role
• Baseline knowledge of Excel operations including data sorting and filtering, reformatting files, searching within files, and performing data validations
• Experience anticipating customer needs and proactively helping to resolve them
• Proven ability to work on cross functional initiatives and projects 
• A strong aptitude for learning and using various programs and tools, including, but not limited to: Zendesk (or other similar CRM), Salesforce, Google Suite, etc.
• A desire to help evolve a team and function

 

Bonus points if you have:

• Customer implementation and/or project management experience in a B2B environment
• Experience working in a fast-paced, growing organization and understand the related challenges
• A background in healthcare and experience safeguarding PHI

 

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
• 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