What are the responsibilities and job description for the Vice President, Customer Success at Amwell in Boston, MA position at Amwell?
Vice President, Customer Success at Amwell in Boston, MA
Brief Overview : The Vice President, Customer Success will be responsible for defining and implementing Amwell's new Customer Success team. The Customer Success team will partner closely with customers to help them maximize the benefits of their Amwell products and services, overcome barriers to satisfaction and deeper product adoption, and advocate to ensure that all departments within Amwell are aligned to meet customer needs. The team will leverage deep customer relationships and broad knowledge of Amwell's products and processes to drive increased client and provider satisfaction, increased provider adoption, and higher client renewals. The VP Customer Success will build the team, processes, metrics, and tools to meet or exceed Amwell's Customer Success goals during a period of rapid growth and transformation.
Customer Success at Amwell : The Customer Success team at Amwell will be made up of Customer Success Managers (CSMs), each of whom will manage a consistent portfolio of customers. CSMs will be responsible for :
- Proactively building strong relationships with their customer contacts.
- Working as a team with Account Directors to understand client's individual business goals and tailoring proactive outreach as appropriate, including provider engagement, product consulting, use case optimization, and proactive monitoring of support issues.
- Moving customers along the client lifecycle from adoption to proficiency with the Amwell product suite.
- Leveraging 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, consulting on configuration options, and communicating new product features that could benefit the customer's business.
- Proactively engaging with providers to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwell's products.
- Collaborating with Account Management and Professional Services to design a roadmap of future product adoption for each customer, including migrations.
- Tracking customer ROI and periodically assessing client risk in collaboration with Account Directors.
- Acting as a central point of communication for support tickets escalations.
- Updating key customer health metrics in Gainsight for client lifecycle tracking.
- Working cross-functionally with Account Management, Sales, Customer Support, Product, Professional Services, and Solution Design to drive a successful overall customer relationship.
Core Responsibilities :
Qualifications :
Salary Range : $250K $500K
Minimum Qualification : Account Management
Estimated Salary : $20 to $28 per hour based on qualifications
Company Information :
Amwell (previously known as American Well) 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. The Company offers a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, behavioral health, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 240 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, reaching over 80 million lives.
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Salary : $250,000 - $500,000
