Customer Success Specialist Full Time

Summary:

Amwell, a leader in hybrid care delivery, connects providers, payers, and patients through a comprehensive digital platform. Based in Boston, MA, this remote Customer Success Specialist role drives customer satisfaction and retention across 55+ health plans and 2,000+ hospitals.

Responsibilities:

• Enable our Scaled Customer Success Program, which uses automation, office hours, webinars, and other digital tools to drive value for our lower tier customers.
• Enable the scaled delivery of Marketing toolkits, playbooks, and assets to drive utilization and adoption for our lower tier customers.
• Build strong relationships with customer contacts at all levels of the customer organization throughout the entire partnership.
• Understand and help measure customers’ business goals and KPIs to develop scaled proactive outreach.
• Collaborate with Sales to provide Business Reviews and ensure strategic alignment with the customer’s goals and Amwell experience.
• Partner with Implementation Managers during project phase to ensure a smooth post-go live transition.
• Using primarily digital motions, 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 & 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 through group events to understand pain points and best practices, provide scaled training where needed, and gather feedback on Amwell’s products.
• Manage basic platform or program configuration needs & updates.
• 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 customers 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 a customer facing role in a SaaS environment.
• 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 preferred.

Benefits:

• Flexible Personal Time Off (Vacation time).
• 401K match.
• Competitive healthcare, dental and vision insurance plans.
• Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave.
• Non-birthing parents enjoy 10 weeks of paid leave.
• US employees experiencing reproductive loss are eligible for up to 7 days of paid 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.