Amwell is hiring a
Remote Customer Success Manager
\nCompany Description\n\nAmwell 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.\n\nBrief Overview\n\nOne of Amwellโs key values is โCustomer Firstโ 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 Amwellโs products and processes to drive increased satisfaction, adoption, and customer retention.\n\nCSMs will partner closely with customers in their assigned book of business throughout the customer lifecycle to:\n\n\n* Help them to maximize the benefits of their Amwell product portfolio\n\n* Work with them to define, track and achieve goals & KPIs\n\n* Proactively identify solutions & overcome barriers to satisfaction\n\n* Achieve greater product adoption & utilization\n\n* Advocate to ensure that all departments within Amwell are aligned to meet their needs\n\n\n\n\nCore Responsibilities:\n\n\n* Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership\n\n* Understand and help measure customersโ 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\n\n* Collaborate closely with Account Directors to provide Executive Business Reviews and ensure strategic alignment with the customerโs goals and Amwell experience\n\n* Partner closely with Implementation Managers during project phase to ensure a smooth post-go live transition\n\n* Move customers along the lifecycle from adoption to proficiency with the Amwell product suite\n\n* Leverage expert knowledge of Amwellโs 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 customerโs business\n\n* Proactively engage with providers to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwellโs products\n\n* Collaborate with internal teams to design a roadmap of future product adoption for each customer, including migrations\n\n* 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\n\n* Act as a central point of communication for support ticket escalations\n\n* In general, work cross-functionally with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to drive a successful overall customer relationship\n\n\n\n\nQualifications\n\n\n* A bachelorโs degree or equivalent\n\n* 4+ years of relevant experience in customer success in a SaaS environment\n\n* Experience working in healthcare technology\n\n* A โcustomer firstโ mindset and passion for delivering a delightful customer experience\n\n* Comfortable understanding and explaining software products to diverse audiences\n\n* Excellent verbal and written communication skills\n\n* Experience at a high growth company with distributed operations\n\n* High energy level, enthusiastic, and eager to do what is necessary to be successful\n\n* Gainsight and Salesforce proficiency preferred\n\n\n\n\nWorking at Amwell\n\nAmwell 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. Weโre a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. \n\nOur 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.\n\nAmwell 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.\n\nAmwell 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.\n\n\n* Unlimited Personal Time Off (Vacation time)\n\n* 401K match\n\n* Competitive healthcare, dental and vision insurance plans\n\n* Paid Parental Leave (Maternity and Paternity leave)\n\n* Employee Stock Purchase Program\n\n* Free access to Amwellโs Telehealth Services, SilverCloud and The Clinic by Cleveland Clinicโs second opinion program\n\n* Free Subscription to the Calm App\n\n* Tuition Assistance Program\n\n* Pet Insurance\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Cloud, Backend, Amazon, SaaS, Engineer, Software, Marketing, Sales, Education, Developer, Senior, Digital Nomad, Architect, Drupal, iOS, Mobile, Junior, Excel, Legal, Developer, Travel, Analyst, Accounting, Salesforce, API, Linux, Teaching, Video, React, Microsoft, JavaScript, DevOps, Medical, Database Admin, NoSQL, Finance and SEO jobs that are similar:\n\n
$70,000 — $120,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐
We hire old (and young)\n\n
\n\n#Location\nBoston, Massachusetts, United States