Customer Success Manager

Amwell is transforming healthcare through technology and innovation, aiming to improve access to care. They are seeking an experienced Customer Success Manager to enhance customer satisfaction, adoption, and retention by leveraging deep customer relationships and data insights throughout the customer lifecycle.

Responsibilities:

• Provide temporary enhanced, high-touch customer success management to at-risk or escalated customers
• Develop and implement targeted intervention plans for escalated customers to address their specific challenges
• Once customers are successfully de-escalated, transition them back to standard digital customer success processes
• Flexibly support and/or move between multiple hypercare assignments as customer needs evolve
• Utilize primarily digital methodologies, including a queue based approach, to efficiently guide customers through the customer lifecycle from adoption to proficiency
• Leverage automation, digital communications, and data-driven insights to proactively monitor customer health
• Scale customer success activities across multiple accounts simultaneously using digital tools and processes
• Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership
• Understand and help measure customers’ 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 Sales to identify expansion opportunities in support of account growth
• 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 & news, clinical workflows (where applicable), consulting on configuration options, partnering with them on reporting needs reflecting their KPIs and communicating product features & functionality that benefit the customer’s business
• Proactively engage with providers, program managers and other customer stakeholders to understand pain points and best practices, provide training at scale where needed, and gather feedback on Amwell’s products
• Manage basic platform or program configuration needs & updates
• Be a champion for documentation and alignment across internal & external stakeholders, a true customer-facing advocate with the skills and passion of a project manager
• 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
• Manage support ticket escalations with urgency – owning internal & external coordination and messaging and develop remediation plans for at-risk customers
• In general, work cross-functionally with Sales, Customer Support, Product & Engineering, and Professional Services to drive a successful overall customer relationship

Requirements:

• A bachelor's degree or equivalent
• 4+ years of relevant experience in customer success in a SaaS environment
• US based requirement given the need to access PHI
• Experience working in healthcare technology and/or operations
• A ‘customer first' mindset and passion for delivering a delightful customer experience
• Comfortable understanding and explaining software products to diverse audiences
• High level of verbal and written communication skills
• Excellent time management and project management 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