Customer Success Manager
Company: Amwell
Location: Boston
Posted on: May 16, 2022
Job Description:
Job DescriptionCompany DescriptionAmwell is a leading telehealth
platform in the United States and globally, connecting and enabling
providers, insurers, patients, and innovators to deliver greater
access to more affordable, higher quality care. Amwell believes
that digital care delivery will transform healthcare. We offer a
single, comprehensive platform to support all telehealth needs from
urgent to acute and post-acute care, as well as chronic care
management and healthy living. With over a decade of experience,
Amwell powers telehealth solutions for over 150 health systems
comprised of 2,000 hospitals and 55 health plan partners with over
36,000 employers, covering over 80 million lives.Brief OverviewOne
of Amwell's key values is "Customer First" and we are developing
our new Customer Success team tasked with providing a delightful
customer experience and ensuring customers achieve their desired
results. We are looking for experienced, passionate Customer
Success Managers (CSMs) who will play a critical role in developing
the building blocks for the new organization and infusing
customer-centricity into the organization. CSMs will leverage deep
customer relationships, key data insights, and a broad knowledge of
Amwell's products and processes to drive increased satisfaction,
adoption, and customer retention.CSMs will partner closely with
customers in their assigned book of business throughout the
customer lifecycle to:
- Help them to maximize the benefits of their Amwell product
portfolio
- Work with them to define, track and achieve goals & KPIs
- Proactively identify solutions & overcome barriers to
satisfaction
- Achieve greater product adoption & utilization
- Advocate to ensure that all departments within Amwell are
aligned to meet their needsCore Responsibilities:
- Proactively build strong relationships with customer contacts
at each level of the customer organization throughout the entire
partnership
- Understand and help measure customers' individual business
goals and KPIs to develop tailored proactive outreach as
appropriate, including provider engagement, product consulting, use
case optimization and proactive monitoring of support issues
- Collaborate closely with Account Directors to provide Executive
Business Reviews and ensure strategic alignment with the customer's
goals and Amwell experience
- Partner closely with Implementation Managers during project
phase to ensure a smooth post-go live transition
- Move customers along the lifecycle from adoption to proficiency
with the Amwell product suite
- Leverage expert knowledge of Amwell's software and hardware
products to help customers get the most from their contracted
products, including advising customers on best practices,
consulting on configuration options, and communicating new product
features that could benefit the customer's business
- Proactively engage with providers to understand pain points and
best practices, provide personalized training where needed, and
gather feedback on Amwell's products
- Collaborate with internal teams to design a roadmap of future
product adoption for each customer, including migrations
- Maintain internal CRM (Gainsight) to track customer health and
activity, proactively identify trends & potential risks, and to
provide greater visibility to the internal organization about the
customer and their needs
- Act as a central point of communication for support ticket
escalations
- In general, work cross-functionally with Account Management,
Sales, Customer Support, Product, Professional Services, and
Solution Design to drive a successful overall customer
relationshipQualifications
- A bachelor's degree or equivalent
- 4+ years of relevant experience in customer success in a SaaS
environment
- Experience working in healthcare technology
- A 'customer first' mindset and passion for delivering a
delightful customer experience
- Comfortable understanding and explaining software products to
diverse audiences
- Excellent verbal and written communication skills
- Experience at a high growth company with distributed
operations
- High energy level, enthusiastic, and eager to do what is
necessary to be successful
- Gainsight and Salesforce proficiency preferredWorking at
AmwellAmwell is changing how care is delivered through online and
mobile technology. We strive to make the hard work of healthcare
look easy. In order to make this a reality, we look for people with
a fast-paced, mission-driven mentality. We're a culture that prides
itself on quality, efficiency, smarts, initiative, creative
thinking, and a strong work ethic. Our Core Values include One
Team, Customer First, and Deliver Awesome. Customer First and
Deliver Awesome are all about our product and services and how we
strive to serve. As part of One Team, we operate the Amwell Cares
program, which brings needed assistance to our communities, whether
that be free healthcare for the underserved or for people affected
by natural disasters, support for equality, honoring doctors and
nurses, or annual Amwell-matched donations to food banks. Amwell
aims to be a force for good for our employees, our clients, and our
communities.Amwell cares deeply about and supports Diversity,
Equity and Inclusion. These initiatives are highlighted and
reflected within our Three DE&I Pillars - our Workplace, our
Workforce and our Community.Amwell is a "virtual first" workplace,
which means you can work from anywhere, coming together physically
for ideation, collaboration and client meetings. We enable our
employees with the tools, resources and opportunities to do their
jobs effectively wherever they are! Amwell has collaboration spaces
in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.
- Unlimited Personal Time Off (Vacation time)
- 401K match
- Competitive healthcare, dental and vision insurance plans
- Paid Parental Leave (Maternity and Paternity leave)
- Employee Stock Purchase Program
- Free access to Amwell's Telehealth Services, SilverCloud and
The Clinic by Cleveland Clinic's second opinion program
- Free Subscription to the Calm App
- Tuition Assistance Program
- Pet Insurance
Keywords: Amwell, Boston , Customer Success Manager, Executive , Boston, Massachusetts
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