Company Description

Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.

Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.

Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.

With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nation’s largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.

For more information, please visit Amwell.com.

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. We are looking for a passionate Customer Success Specialist (CSS) with excellent relationship building & project management skills to join our Scaled Customer Success team. CSSs 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.

CSSs 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, with a particular focus on the digital mental health platform
• 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

Core Responsibilities:

• Enable our Scaled Customer Success Program, which uses automation, office hours, webinars, and other digital tools to drive value for our lower tier customers
• Enable the scaled delivery of Marketing toolkits, playbooks, and assets to drive utilization and adoption for our customers
• Build strong relationships with customer contacts at all levels of the customer organization throughout the entire partnership
• Understand and help measure customers’ business goals and KPIs to develop scaled proactive outreach.
• Collaborate with Sales to provide Business Reviews and ensure strategic alignment with the customer’s goals and Amwell experience
• Partner with Implementation Managers during project phase to ensure a smooth post-go live transition
• Using primarily digital motions, move customers along the lifecycle from adoption to proficiency with the Amwell product suite
• Leverage expert knowledge of Amwell’s 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 engage with providers, program managers and other customer stakeholders through group events to understand pain points and best practices, provide scaled training where needed, and gather feedback on Amwell’s products
• Manage basic platform or program configuration needs & updates
• Collaborate with internal teams to design a roadmap of future product adoption for each customer, including migrations
• Be a champion for documentation and alignment across internal & external stakeholders, a true customer-facing advocate with the skills and passion of a project manager
• Maintain internal CRM (Gainsight) to track customer health and activity, proactively identify trends & potential risks, and to provide greater visibility to the internal organization about customers and their needs
• Manage support ticket escalations with urgency – owning internal & external coordination and messaging and develop remediation plans for at-risk customers
• In general, work cross-functionally with Sales, Customer Support, Product & Engineering, and Professional Services to drive a successful overall customer relationship

Qualifications:

• A bachelor’s degree or equivalent
• 2+ years of relevant experience in a customer facing role in a SaaS environment
• Experience working in digital mental health, healthcare technology and/or operations
• A ‘customer first’ mindset and passion for delivering a delightful customer experience
• Comfortable understanding and explaining software products to diverse audiences
• High level of verbal and written communication skills
• Excellent time management and project management skills
• Experience at a high growth company with distributed operations
• High energy level, enthusiastic, and eager to do what is necessary to be successful
• Gainsight and Salesforce proficiency preferred
• Must be based in the United Kingdom

Additional information

Job Level: P2

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

Additional Benefits

• 24 days annual leave + 1 birthday day + 4 Mental Health days\l Health days
• Private Health Care – Vitality
• Pension Plan – Scottish Widows
• Life Insurance
• Income Protection
• Employee Share Purchase Plan (ESPP)
• Access to SilverCloud, Calm and a suite of supports for you and your family