Digital Customer Success 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. Customer Success Managers (CSM) 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. CSMs partner closely with customers in their assigned book of business throughout the customer lifecycle 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  

We are looking for a Digital Customer Success Program Manager who is a self-starter with excellent relationship building & program management skills who is able to lead both the strategic design and the tactical execution of our digital customer success program. This role is responsible for establishing the processes and systems needed to execute our digital programs across the customer lifecycle to drive customer satisfaction, retention, and growth, while also directly responsible for managing our low touch digital book of business.

Core Responsibilities:

• Be a subject matter expert on Amwell’s software and hardware products to help customers get the most from Amwell’s products.  
• Act as the customer point of contact for all digital customer inquiries, such as basic platform configurations, support case escalations, and reporting questions. 
• Develop scalable solutions to manage basic platform configurations, updates, customer reporting needs and implement processes across the digital customer base.
• Guide customers through the Amwell product suite lifecycle, from adoption to proficiency, via scalable digital programs crafted with tools like Gainsight Journey Orchestrator.
• Partner with our Customer Communications team to design and deliver Amwell’s proactive digital communication strategy for our low touch digital customers, ensuring they are informed.
• Partner with our Engagement Marketing team to enable the scaled delivery of Marketing toolkits, playbooks, and assets for driving utilization and adoption.
• Evaluate, launch and host scaled customer touchpoints, such as office hours and webinars, to drive customer satisfaction, retention, and growth.
• Implement processes to enable the scaled management of support ticket escalations for the digital customer base.
• Lead the alignment and documentation across internal & external stakeholders, serving as a customer-facing advocate with the skills and passion of a project manager.
• Maintain & optimize internal CRM (Gainsight) to track customer health and activity, proactively identify trends & potential risks, and to enable alignment across internal and external stakeholders for future programs.
• Monitor customer success metrics and KPIs and utilize data driven insights to develop and implement scalable processes and programs across the customer lifecycle.
• Stay updated on industry trends to enhance digital customer success strategies. 

Qualifications:

• A bachelor’s degree or equivalent 
• 8+ years of relevant experience in customer success or customer marketing in a SaaS environment 
• 1+ year proven experience building a scalable Digital CSM program 
• Gainsight and Salesforce proficiency required 
• Experience in healthcare technology preferred
• Comfortable understanding and explaining software products to diverse audiences
• Excellent verbal/presentation and written communication skills
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