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.
We are launching the Amwell Customer Community which will further bring to life our “Customer First” value and infuse customer centricity into all that we do. We are looking for a Customer Success Operations Manager who is a self-starter with excellent relationship building & program management skills, who has a passion for building communities from the ground up. Reporting to the Director, Customer Success Operations, this role will play a critical role in shaping the customer experience, fostering engagement, and driving advocacy within our customer community. This role will be responsible for leading the implementation and management of the customer community and supporting initiatives to maximize customer satisfaction, retention, and growth.
Core Responsibilities
Execute a comprehensive community strategy focused on customer engagement, satisfaction, and retention.
Cultivate a supportive and inclusive online environment where customers feel empowered to share their experiences, ask questions, and provide feedback.
Drive user adoption and participation by developing compelling content, discussions, and interactive activities to stimulate engagement.
Collaborate cross-functionally with Customer Success, Product, Marketing, Customer Support, and other teams to gather insights, address customer needs, and advocate for community-driven product and experience enhancements.
Partner with the Business Systems team to define and execute system integrations necessary to enhance the community
Serve as the community admin/product owner, responsible for configuration changes to the customer community, including site design, configuration changes, and adding/updating content
Moderate community discussions, ensuring compliance with guidelines, and promptly addressing issues or concerns raised by users.
Analyze community metrics and feedback to measure the effectiveness of community initiatives, identify trends, and provide actionable insights for continuous improvement.
Champion the Voice of the Customer, advocating for user-centric product development and enhancements based on community feedback.
Stay up to date on customer community best practices and industry trends
Qualifications
A bachelor’s degree or equivalent
5+ years of relevant experience in Community management or a related role
2+ years working in healthcare or a SaaS environment in a customer facing role
Prior admin-level experience with the Insided by Gainsight community and willingness to develop expertise in and serve as the Insided product owner/admin
Proficiency with Salesforce (KnowledgeBase, Data Cloud, ServiceCloud) and Gainsight
Excellent project management skills, with demonstrated excellence in leading programs from conception to execution
Strong analytical skills with a demonstrated ability to synthesize data, identify meaningful insights, and drive action
Excellent verbal/presentation and written communication skills, with experience engaging and influencing diverse audiences, from senior leadership to customer end users
Experience in moderating online discussions and managing user-generated content in accordance with community guidelines.
Experience at a high growth company with distributed operations
High energy level, enthusiastic, and eager to do what is necessary to be successful
Willingness to work unpredictable hours periodically & work against tight deadlines
Additional Information
Job Level: P3
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!
The typical base salary range for this position is $80000- $110000. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.
Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.
Additional Benefits
Flexible Personal Time Off (Vacation time)
401K match
Competitive healthcare, dental and vision insurance plans
Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave
Non-birthing parents enjoy 10 weeks of paid leave
US employees experiencing reproductive loss are eligible for up to 7 days of paid leave
Employee Stock Purchase Program
Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
Free Subscription to the Calm App
Tuition Assistance Program
Pet Insurance
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Marketing and Sales
Industries
Hospitals and Health Care
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