Voice of the Customer Program 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.  

Our newly launched Voice of the Customer (“VOC”) program brings to life our “Customer First” value and infuses customer centricity into all that we do. There are multiple pillars to the VOC: Customer Experience, Customer Satisfaction, Customer Advisory, and Customer Advocacy. Through the VOC we solicit and facilitate direct feedback from our customers and leverage those insights to inform and deliver on customer experience and product enhancements that drive growth and retention. We also use that feedback to identify customer advocates and develop customer stories.   

We are looking for a Voice of the Customer Program Manager who is a self-starter with excellent relationship building & program management skills. This role is responsible for collaborating cross-functionally to establish, optimize and evolve the processes and systems needed to execute our Voice of the Customer program to enhance our overall customer experience and drive customer satisfaction, retention, and growth.  

Core Responsibilities:

• Oversee the design of a comprehensive “Voice of the Customer” strategy, and manage and execute VOC programs, including but not limited to customer advisory groups, customer surveys, and customer experience programs that inform our overall experience and product roadmap, and customer advocacy  
• Lead customer satisfaction measurement, oversee customer survey programs serving multiple stakeholder groups 
• Partner with Product to provide data-drive product insights that will influence the product roadmap, and help coordinate UX research needs 

• Partner with Marketing to develop and manage customer advisory boards, as well as working with third parties such as KLAS 
• Partner with Sales to lead our advocacy program and create an active pipeline of referenceable customers, and manage the overall reference program including case study ideas, 1 to 1 prospect conversations, and other advocacy activities  
• Envision, build, and monitor metrics/reports/dashboards to identify trends and track impact of key VOC initiatives   
• Coordinate delivery of VOC insights and actions to internal business partners, from customer facing teams to executive leadership  
• Drive action across key internal stakeholders & project manage next steps based on the insights collected to continue enhancing the CX based on the customer voice 
• Stay up to date on Voice of the Customer best practices and industry trends 

Qualifications:

• A bachelor’s degree or equivalent  
• 8+ years of relevant experience executing and/or managing Voice of the Customer and/or customer experience programs  
• 2+ years working in healthcare or a SaaS environment
• Gainsight and Salesforce proficiency, in particular survey development and execution 
• Excellent project management skills, with demonstrated excellence in leading programs from conception to execution 
• Strong analytical skills with a demonstrated ability to synthesize data, identify meaningful insights, and drive action  
• Excellent verbal/presentation and written communication skills, with experience engaging and influencing executive leadership 
• Experience at a high growth company with distributed operations 
• High energy level, enthusiastic, and eager to do what is necessary to be successful 
• Willingness to work unpredictable hours periodically to support team and customers & work against tight deadlines   

Additional information

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Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work o