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Omada Health · 3 weeks ago

Associate Client Services Specialist

United States

Full-time

Remote

Mid Level

$72K/yr - $90K/yr

4+ years exp

Omada Health is on a mission to inspire and enable people everywhere to live free of chronic disease. The Associate Client Services Specialist will be responsible for delivering exceptional post-sales onboarding experience and proactive customer service for B2B customers, coordinating with various teams to resolve client inquiries and improve service delivery.

Health CareMedicalTherapeuticsWellness

Culture & Values

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

Qualification

Excel operationsCustomer implementationProject managementZendeskSalesforceGoogle SuiteHealthcare operationsAnalytical thinkingProblem-solvingCommunication skillsOrganizational skillsTime management

Required

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