Associate Client Services Specialist
Omada Health
full-time
Posted on:
Location Type: Remote
Location: Remote • California, New York, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $72,036 - $90,000 per year
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Excel operationsdata sortingdata filteringdata reformattingdata validationcustomer implementationproject managementreportingKPI assessmentworkflow optimization
Soft skills
customer satisfactionproblem resolutioncommunicationcollaborationattention to detailadaptabilityprofessionalismteamworkleadershipcontinuous improvement