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. The Senior Manager, Customer Success- Government will report to a Director of Customer Success and will manage a team of individual contributors across Amwell’s product lines for government customers, fostering employee development, establishing strong leadership relationships with customers and helping build the core team playbook as we scale operations. This role will help establish processes, systems, and deliverables that align to our mission, providing coaching and mentoring to employees who are the “face and voice of the company” and actively contribute to the overall success of the business.

 

Core Responsibilities:

  • Lead a team of highly effective individual contributor CSMs focused on our largest, most strategic government customers to understand customer goals & KPIs and drive maximum customer satisfaction and retention
  • Spearhead collaboration across departments and across the partnership over the entire customer lifecycle to continuously improve performance against agreed Customer Success metrics
  • Manage & performance coach CSMs to achieve quarterly and annual OKR targets, as well as encourage their development against our core competencies
  • Inspire team to grow and impact our business beyond their own customer base
  • Serve in a player/coach role, managing a team while managing parts of the government partnership yourself
  • Play a pivotal role in the scaling of the team by developing our government solutions playbook, helping to create key training resources, processes, etc.
  • Follow an analytical and data driven approach to problem solving, bringing a solution-oriented mindset, and developing strategy for overall customer success organization
  • Serve as an escalation point for risks and help develop remediation plans where applicable
  • Hold a deep understanding of customer success foundations and help advocate for the voice of the customer internally to encourage continuous improvement and evolution in our service model cross-functionally
  • Have a passion for process; building and continually evolving our standardized approach to support our clients, internal teams, and one another
  • Lead by example, demonstrating a positive & resilient attitude, unwavering advocacy for customers, a willingness to bring new ideas & challenge the status quo
  • Exhibit a growth-mindset; evolving skills and gaining new knowledge to support scalability and sustainability of the business
  • Work closely with the team of individual contributors to ultimately reduce churn while increasing customer satisfaction and utilization
  • Other duties as assigned

Qualifications:

  • A bachelor’s degree or equivalent
  • 6+ years of relevant experience in customer success in a healthcare SaaS environment
  • 2+ years of management experience of a customer success team
  • 10+ years working in healthcare technology
  • Military experience
  • Gainsight and Salesforce proficiency
  • Comfortable understanding and explaining software products to diverse audiences
  • Excellent verbal/presentation and written communication skills
  • Experience at a high growth company with distributed operations
  • Ability to travel up to 50% of the time in support of our business and customers
  • 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

Job Level: M4

 

Your Team:

The Customer Success team at Amwell is made up of Customer Success Managers (CSM’s), each of whom manages a consistent portfolio of customers. CSM’s are responsible for:

  • Proactively building strong relationships with customer contacts at each level of the customer organization throughout the entire partnership
  • Understanding and helping measure customers’ individual 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
  • Collaborating closely with Sales to provide Executive Business Reviews and ensure strategic alignment with the customer’s goals and Amwell experience
  • Partnering closely with Implementation Managers during project phase to ensure a smooth post-go live transition
  • Moving customers along the 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 & 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 engaging with providers, program managers and other customer stakeholders to understand pain points and best practices, provide personalized training where needed, and gather feedback on Amwell’s products
  • Managing basic platform or program configuration needs & updates and communicating value of those changes to customers
  • Collaborating with internal teams to design a roadmap of future product adoption for each customer, including migrations
  • Being a champion for documentation and alignment across internal & external stakeholders, a true customer-facing advocate with the skills and passion of a project manager
  • Maintaining 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
  • Acting as a central point of communication for proactive communications such as maintenance, releases, events, etc. as well as managing support ticket escalations with urgency – owning internal & external coordination and messaging
  • In general, working cross-functionally with Sales, Customer Support, Product & Engineering, Professional Services, and Solution Design to drive a successful overall customer relationshi
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