• Provide temporary enhanced, high-touch customer success management to at-risk or escalated customers • Develop and implement targeted intervention plans for escalated customers to address their specific challenges • Once customers are successfully de-escalated, transition them back to standard digital customer success processes • Flexibly support and/or move between multiple hypercare assignments as customer needs evolve • Utilize primarily digital methodologies, including a queue based approach, to efficiently guide customers through the customer lifecycle from adoption to proficiency • Leverage automation, digital communications, and data-driven insights to proactively monitor customer health • Scale customer success activities across multiple accounts simultaneously using digital tools and processes • Proactively build strong relationships with customer contacts at each level of the customer organization throughout the entire partnership • Understand and help measure customers’ 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 • Collaborate closely with Sales to identify expansion opportunities in support of account growth • Leverage 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 engage with providers, program managers and other customer stakeholders to understand pain points and best practices, provide training at scale where needed, and gather feedback on Amwell’s products • Manage basic platform or program configuration needs & updates • 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 the customer 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