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TITLE

 

Senior Operations Manager, Customer Success

COMPANY

 

Omada Health

LOCATION

 

Atlanta, GA, US

Description

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

Job overview:

Omada is hiring a Senior Operations Manager for Customer Success to own the customer journey, to help scale the department for fast growth, and to drive exceptional CSM productivity and efficiency through software and processes. Your day-to-day will include configuring and leveraging various tools like Gainsight and Salesforce to measure success and team performance; providing tactical support and documenting all processes to ensure they are adhered to; collaborating with all department heads to design and execute more efficient workflows to improve scale; and contribute to developing accurate enrollment and revenue expansion forecasts. This position reports to Omada’s Senior Director of Customer Success. 

About you:

You are highly organized and obsess over both large and small details. You are customer centric and gravitate towards building exceptional connections with people. You have a proven track record for helping companies achieve scale and making other roles become more productive. You build departments that lean on processes over people. You know how to navigate CRMs such as Salesforce and Gainsight to show customer health across the portfolio of customers. You are interested in a highly collaborative and cross-functional role. You have proven success in fast growing startup environments.

Your impact:

    Define the customer experience and service levels for Enterprise and Mid-Market 
    Create dashboards to proactively track Customer Success Management performance and customer health in our book of business
    Maintain our centralized location for all playbooks and standard operating procedures
    Identify the cost of each role in Customer Success and the overall cost of service
    Design the most efficient workflow for Customer Success Managers ensuring their time is being spent on ROI generating activities
    Develop long term customer segment strategies ensuring we effectively align with other internal groups and customer requirements

Data

    Report to executives and team on past results, expansion, and forecasts
    Analysis: Track leading indicators of revenue expansion and analyze them to understand what’s going well, areas for improved efficiencies, and risk management
    Own CSAT and NPS program ensuring we continue to show consistent improvements

Processes

    Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
    External Communications: Coordinate with Marketing/Product teams to develop communications for synchronized email outreaches with CSM touch points
    Risk Management: Detect early signals of at-risk customers, design playbooks for CSMs to address them, and provide path to escalation
    Opportunity Management: Identify top candidates for upsell
    Cross-Functional Coordination: Coordinate cross-functional processes that help meet expansion targets and deliver on customers’ needs, including processes for CSMs to:
        Relay customer feedback to the Product team
        Align with the Support team on resolution of major cases and report product issues to the relevant department leads
        Provide feedback to Sales on the readiness of our customers
        Monitoring, communicating, training, and ensuring adoption of internal process changes (Alliance implementations, EOY planning, etc.)

People

    Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
    Training:  Ability to develop and monitor onboarding and refresher training modules to ensure understanding and full adoption of processes.
    Compensation: Partner with Commercial Operations to help determine the metrics on which bonuses are based, and define targets for those metrics
    Enablement:  Provide materials and data that help CSMs work more effectively

Systems

    Implement and manage Gainsight software that facilitates CSM Ops activities

You will love this job if you:

    Have experience in sales operations or general operations management roles
    Have utilized Salesforce and can create dashboards
    Highly analytical
    Have strong experience in project management
    Have additional background or interest in health technology, informatics, or telemedicine
    Have stellar written and oral communication skills

Benefits:

    Competitive salary
    Stock options (extended post termination option exercise window for Omadans who are with us 3 years or more)
    Flexible vacation
    Parental leave
    Health, dental, and vision
    Healthy snacks and meals
    Wellness events (e.g. running club)
    Community volunteering
    401k retirement savings plan

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