Job Description
We are looking for an experienced, passionate Customer Success Manager (CSM) with excellent relationship building & project management skills to join the team.
Using primarily digital customer success methodologies, CSMs also leverage 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 throughout the customer lifecycle.
This role will have two primary functions:
- Digital CSM through a queue based approach and
- HyperCare CSM providing temporary enhanced CSM efforts for at-risk clients
Below are core responsibility outlines for both functions to the role.
Core Responsibilities
HyperCare Customer Success Management
- 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
Digital Customer Success Management
- 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
Travel Requirements: Limited
Qualifications
- 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 preferred
Job Tags
Full time, Temporary work