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Regional Director, Enterprise Customer Success

Omada Health

Omada Health

Customer Service, Sales & Business Development
United States · Remote
Posted on Thursday, April 18, 2024

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

Job overview:

We are growing fast, and we’re looking for an experienced people manager to nurture and grow a team of skilled customer success managers.

The Regional Director will oversee the training and development of customer success managers who own the relationships between Omada and a larger, more complex segment of our client partners. This team is responsible for strategic account planning and execution, identifying expansion opportunities, educating the client on how to realize increased value from Omada, and leading internal growth strategies through influence.

As the direct manager for this strategic team, you will:

  • Foster a healthy, motivating, and collaborative team culture
  • Identify and manage strong, strategic, long-term client relationships with some of the top client decision-makers and industry influencers in your region
  • Coach the team on how to thoughtfully drive overall customer satisfaction, enrollments, and customer interest in additional products with some of the largest and complex customers.
  • Influence how Customer Success can work better with other teams at Omada to collaborate on, and execute against, technical integrations, business decisions, and marketing campaigns.
  • Identifies underlying customer needs and leverages company resources to meet those needs in ways that retain, expand, and upsells the customer and influences how we can leverage those learnings for other customers at Omada
  • Assist in developing stronger account strategy through creating and improving upon strategic plans and growth strategies.
  • Contributes to the development and sharing of best practices that builds the Omada accounts team
  • Develop a deep understanding of Omada’s core processes and customer implementation landscape
  • Host regular check-ins for strategic guidance as well as quarterly professional development conversations with each team member
  • Support team members to set and track progress towards personal goals that align to broader goals of the commercial org and business strategy
  • Develop and execute on strategy for continuous improvement of team KPIs and what great looks like for the Customer Experience Team.
  • Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps
  • Orchestrate and attend syncs with cross-functional leads to identify and solve operational and performance-related issues
  • Travel to client sites as needed

About you:

  • A bachelor’s degree and 8+ years of relevant professional experience
  • Have previous experience leading or managing a team within the employee benefits or virtual health space.
  • Are driven by supporting others grow professionally
  • Are willing to challenge and disrupt the notion “this is how we’ve always done it”
  • Can foster a high level of team engagement and motivation
  • Lead effectively in a highly dynamic and fast-paced environment
  • An expert at communicating value to clients using data to tell meaningful and actionable stories that result in expansion and retention opportunities.
  • Experience in startup to Fortune 50 company employee size
  • Strong experience in field sales or account management working towards up-sell and cross-sell opportunities, and owning the renewals process
  • Successfully managed complex, technical projects
  • The ability to demonstrate impeccable capability in the following areas:
    • Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Omada
    • Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, clients, and products
    • Presentation: sophisticated presentation skills in front of large and small audiences.
    • Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Omada and our clients
    • Problem Solving: acting creatively in response to challenges both in and out of your control
    • Drive: proactive attitude that stays a step ahead of client and company needs
    • Teamwork: taking great pride in successful collaboration and outcomes achieved together
    • Judgment: keen sense for decision-making and prioritization
  • A strong aptitude for using various programs and tools, including, but not limited to: Salesforce, Excel, PowerPoint, Google Suite, etc.

Your impact:

As a Regional Director, you will be leading those who work most closely with our strategic Enterprise customers to positively impact the lives of thousands of people. Using data, outcomes, clinical best practices, you will inspire a team that in turn inspires others how Omada is helping patients live happier, healthier lives and reduce the risk and costs associated with chronic disease.

Bonus Points for:

  • Healthcare IT background, industry certifications in Customer Success
  • Have an understanding of chronic disease prevention, the US healthcare system, digital health, and the startup work environment

Benefits:

  • Competitive salary with generous annual cash bonus
  • Stock options
  • 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
  • Two giftable Omada enrollments per calendar year
  • 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!

  • 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 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 is a virtual-first chronic care provider that nurtures lifelong health, one day at a time. Our care teams implement clinically-validated behavior change protocols for individuals with prediabetes, diabetes, hypertension, and musculoskeletal issues for consistent improvements that stack up. With more than a decade of experience and data, and 24 peer-reviewed publications that showcase our clinical and economic results, we improve health outcomes and help contain healthcare costs.

Our scope exceeds 1,800 customers, including health plans, health systems, and employers ranging in size from small businesses to Fortune 500s. Omada is the first virtual provider to join the Institute for Healthcare Improvement’s Leadership Alliance, reflecting our aim to complement primary care providers for the benefit of our members, and affirming our guarantee to every partner: Omada works different.

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 compensation ranges for this role in the following geographies:

California, New York State and Washington State Ranges: $174,200 - $209,000. Colorado Compensation Ranges: $160,280 - $191,600

Range is indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. Base salary is approximately 78% - 83% of total compensation range. This role is also eligible for 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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