Senior Customer Success Manager

Company Description

Amwell 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 Overview:

One of our three organizational values is “Customer First” and in 2022 we launched & introduced Amwell’s first Customer Success team, spanning all business verticals and products. This team is tasked with providing a delightful customer experience and ensuring customers achieve their desired results, ultimately maximizing retention and growth. We are looking for an experienced, passionate Senior Customer Success Manager (CSM) with excellent relationship building & project management skills to join the team. Senior CSMs leverage deep customer relationships, industry knowledge, key data insights, and a broad understanding of Amwell’s products and processes to drive increased satisfaction, adoption, and customer retention.

Senior CSMs manage a small, strategic portfolio. They will partner closely with their assigned top-tier strategic customers throughout their lifetime partnership with Amwell 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 needs

Core Responsibilities:

• Navigate the intricacies of large, complex customers to ensure successful partnership across multiple business units
• Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership
• Understand and help measure complex customer business goals and KPIs to develop tailored proactive outreach as appropriate, including provider engagement, product consulting, use case optimization, proactive monitoring of support issues and SLA oversight.
• Collaborate closely with Account Directors to create and execute on Account Plans, 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 for both internal and external stakeholders
• Move customers along the lifecycle from adoption to proficiency with the Amwell product suite, while continuing to foster growth of the product adoption.
• 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, consulting on configuration options, partnering with them on reporting needs, and communicating product features & functionality that 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
• 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
• Act as a central point of communication for support ticket escalations, responding with a sense of urgency and owning external messaging for escalations, while partnering with the Customer Support internal liaison
• In general, work cross-functionally with Account Management, Sales, Customer Support, Product & Engineering, Professional Services, and Solution Design to drive a successful overall customer relationship
• Elevate updates and critical needs to the executive-level sponsors at Amwell

Qualifications:

• A bachelor’s degree or equivalent
• 6+ years of relevant experience in customer success in a SaaS environment
• Demonstrated track record of successfully managing complex clients
• Excellent project management skills
• 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
• High level of verbal and written communication skills
• Excellent time management, and ability to maintain calm in the face of multiple priorities
• 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 preferred

Additional information

Travel Requirements: 15-30%

Working at Amwell:

Amwell 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!

The typical base salary range for this position is $108,800-149,600.  The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors.  In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional Benefits

• Flexible 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