Vice President, Customer Success at Amwell in Boston, MA
2 months ago
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 to 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 (CSM's), each of whom will manage a consistent portfolio of customers. CSM's 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: Apply broad knowledge of industry-leading Customer Success practices to define the Customer Success Manager role, customer engagement model, and inter-departmental processes that will enable Amwell to meet or exceed its targets for customer retention and provider adoption. Collaborate with internal and external stakeholders to create a shared vision for Amwell's Customer Success team. Map vision to a concrete departmental roadmap with milestones and measurable success criteria. Work cross-functionally to refine customer life-cycle and standardize Customer Success interactions at each phase. Define customer segments and appropriate Customer Success engagement for each segment. Design customer-facing programs to increase customer and provider satisfaction, drive provider adoption, increase customer retention, and solicit regular feedback on Amwell's products and services. Provide feedback to internal departments on product, process or service improvements that could improve provider adoption and customer satisfaction. Create internal metrics and controls to consistently measure customer health across customers. Partner with Account Management and customers to define and regularly track customer ROI and other customer success metrics that measure the benefits of Amwell's products to the customer's business. Work with Customer Success management team and cross-functional leaders to continuously improve performance against agreed Customer Success metrics. Develop departmental OKR's in line with corporate objectives and manage Customer Success team to achieve quarterly and annual targets. Work with Finance to create and refine staffing budget models for the team and manage the team to an annual budget. Follow an analytical and data-driven approach to problem solving and developing strategy. Recruit experienced leaders and high potential individual contributors for the Customer Success team. Create rapid onboarding process for new team members. Foster collaboration across departments over the entire customer lifecycle. Encourage continuous learning. Other duties as assigned. Qualifications: Bachelor's Degree in Business Administration, Economics, Finance, or related field of study required. 10 years leading a large-scale customer success organization at a well-regarded brand, preferably in the healthcare IT space. Experience at a high growth company with distributed operations. Analytical thinker with strong troubleshooting skills and the ability to think systematically. Demonstrated success scaling an operation while elevating the customer experience. Seasoned people leader with experience developing mid-level managers and directors. Excellent interpersonal and customer service skills. Comfortable understanding and explaining software products to diverse audiences. High energy level, enthusiastic, and eager to do what is necessary to be successful. Excellent verbal and written communication skills. Willing to work unpredictable hours and work against tight deadlines. Experience with Gainsight and Salesforce preferred. 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. #J-18808-Ljbffr
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