What do the career path and the day-in-the-life look like for a Director of Customer Success at Amwell?
We connected with Felicia Pease to find out!
Interested in learning more about Amwell and their job openings? Make sure to check out their company page on VentureFizz!
Where did you grow up? What did your parents do for work?
I grew up in New Jersey. My dad owned his own business (logistics) and my mom stayed at home to care for my sister and me.
Where did you go to college? What did you study and what were some of your initial jobs out of school?
I studied Healthcare Marketing at St. Joseph’s University in Philadelphia. I had two incredible internships during school, supporting a Medtroninc medical device rep in the cardiac cath lab and rotating through field sales and in house marketing for another medical device company, MedComp. I ended up getting hired by MedComp after graduation, moved home to NJ with my parents, and began building a net new territory in Central Jersey. I was a 1099, so I had a negative budget when it came to entertaining prospects. I made french toast casseroles and cupcakes to keep physicians and staff in the room during my product demos! I learned so much about our healthcare system, turning my successes into my customers’, and how to set and exceed goals (and bake :)) during my early jobs in sales.
What has attributed to your success thus far and has helped propel you to the position you have now?
I would love to make this sound elusive, but I truly believe my ability to read a room and adapt my style for the audience is largely to thank for my success. I also love solving ticky problems and collaborating with people. I’m grateful for my lasting connections with clients, colleagues, and friends who have been instrumental in guiding me from one role to another.
Can you share the high-level responsibilities of your current position as a Director of Customer Success at Amwell?
As a Director on Amwell’s newly formed Customer Success team, a good deal of my role has been focused on creating; building our customer success playbook, hiring and training, and supporting the launch of our organization to internal and external stakeholders. I have an incredible VP, Regina Dolan, who empowers each member of her leadership team to take ownership over substantial parts of these efforts - it’s been a blast! At Amwell, CSMs are data-driven customer advocates responsible for championing our clients’ goals during our customer connections but also to our internal teams.
Any tips for someone considering a career in your field?
The most impactful CSMs on our team are skillful project managers with an acute emotional intelligence. Experiences that help an individual hone and sharpen these skills would set them up for a stellar career in Customer Success.
Day in the Life
Coffee, tea, or nothing?
Coffee before 2PM and chamomile tea in a huge travel mug for the evenings!
What time do you start working?
Usually between 8:30-9 AM (depending on how long the roundtrip bike commute to daycare takes)
What are three things that motivate you in your role?
Helping my team member succeed, helping my clients succeed, and doing so alongside brilliant, lovely humans.
Every day is different, but can you outline what a typical day looks like for you?
We are a remote first and highly collaborative team! My day starts with a quick scan of my email for any pressing items before I dive into meeting. When I am not on mentoring calls with my team or speaking to a client, I am usually offering a client perspective for product development or helping to build training programs.
What time do you typically wrap up the work day?
I always try to stop at 5 to get my fill of family time while my little one is awake.
Do you log back in at night or do you shut it down completely?
I usually pick 1-2 nights to log back in each week.
Any productivity hacks?
Whenever I get fidgety I find that changing my work station (thank you, standing desk!) or going for a quick walk with my pups recenter me.
What are the 3 apps that you can’t live without?
MS Teams, OneNote, and Amwell
What professional accomplishment are you proudest of?
I am incredibly proud of the team I get to support at Amwell and the brilliant, female leaders who trusted me to help build it.
Who do you admire or call upon for professional advice?
My counterparts in Professional Services taught me everything I know about Amwell and our products; they have definitely been my mentors here since day one. I was also lucky enough to have an executive coach in my last role. His guidance challenged me to be a more thoughtful leader and to level up the scope of my role/influence.
