Implementation Manager

Company Description At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale. We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care. We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network. For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all. Brief Overview We are looking for highly motivated, intellectually curious, and collaborative professionals who are comfortable navigating ambiguity, solving complex problems, and learning quickly in a fast-paced environment. The Implementation Manager plays a critical role within Professional Services, leading the successful implementation of Amwell's telehealth platform for enterprise customers. In this client-facing role, you will manage complex SaaS implementations from project kickoff through successful production launch, partnering with customers to translate business objectives into scalable technical and operational solutions. Successful Implementation Managers combine strong project management skills with a consultative mindset. They build trusted relationships with customers, proactively manage risks, coordinate cross-functional teams, and guide organizations through the technical, operational, and workflow decisions required to successfully deploy digital care programs. People are our greatest asset and the reason our Professional Services organization succeeds. We are a collaborative team of problem solvers who embrace our core values of Customer First, One Team, and Deliver Awesome. As trusted advisors to our customers, we partner closely with Product, Engineering, Customer Success, Sales, and Support to deliver high-quality implementations that create lasting customer success Core Responsibilities · Independently lead multiple customer implementation projects of varying size and complexity from kickoff through successful production launch. · Own overall project success by managing scope, schedule, milestones, customer expectations, risks, and delivery throughout the implementation lifecycle. · Serve as the primary point of contact for customers during implementation, building trusted relationships through proactive communication, strategic guidance, and consistent execution. · Lead customer discovery sessions to understand business objectives, operational workflows, technical requirements, and success criteria while defining an implementation strategy aligned with customer goals. · Translate customer business requirements into scalable platform configurations while advising customers on implementation best practices and product capabilities. · Develop and maintain comprehensive project plans, ensuring deliverables, dependencies, timelines, risks, and action items remain on track. · Proactively identify project risks, remove delivery obstacles, and coordinate mitigation plans with customers and internal stakeholders. · Partner closely with Technical Services, Product Management, Engineering, Customer Success, Sales, Support, and other cross-functional teams to drive successful customer outcomes. · Effectively manage changing priorities, evolving customer requirements, and project scope while maintaining customer confidence and transparent communication. · Identify opportunities to improve implementation processes, documentation, tools, and best practices that enhance delivery quality and the overall customer experience. · Support customer growth initiatives by partnering with Customer Success and Sales on expansion opportunities, follow-on implementations, and ongoing customer success when appropriate. Travel Requirements: 10-20 Qualifications · Bachelor's degree in Business, Healthcare, Information Systems, Computer Science, or a related field, or equivalent professional experience. · 3+ years of experience leading SaaS implementations, customer onboarding, technology consulting, project management, or related customer-facing technology delivery roles. · Demonstrated ability to independently manage multiple concurrent customer implementation projects. · Strong customer-facing communication, presentation, and relationship management skills. · Excellent organizational and time management skills with the ability to prioritize competing responsibilities in a fast-paced environment. · Proven ability to think critically, solve complex problems, and adapt quickly to changing customer and business needs. · Strong intellectual curiosity and a desire to continuously learn new technologies, products, healthcare workflows, and business processes. · Experience facilitating customer meetings, documenting business and technical requirements, and driving projects through successful completion. · Ability to influence without direct authority while collaborating effectively across cross-functional teams. · Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Teams. · Experience with Visio, Miro, Monday.com, Microsoft Project, Jira, or similar collaboration and project management tools preferred. Other successful team members have backgrounds in one or more of the following areas: · SaaS software implementation and customer onboarding · Healthcare technology, healthcare operations, health plans, health systems, digital health, or health and wellness · Telehealth, EMR, EHR, HIE, or other healthcare technology implementations · Jira or similar project management and collaboration platform Do Well. Live Well. At Amwell. Driven by our mission and values, we foster a workplace where Delivering Awesome, being Customer First and operating as One Team aren’t just aspirations – they are how we work, every day. Our people are our greatest asset. We strive to empower their growth and development not only as Amwellians but as individuals, through generous total rewards packages, a virtual-first work environment, work-life flexibility, including Summer Fridays and designated Mental Health Days, as well as opportunities to stretch and learn – to name a few. It’s our people who truly differentiate us. Ask anyone and they’ll tell you – you’ll never work with more passionate, more driven and more caring team members. We champion a culture of respect and inclusion, accountability and integrity, innovation and collaboration. At Amwell, you’ll do the most meaningful work of your career—improving healthcare for millions, growing alongside incredible teammates, and being valued for who you are. Benefits Flexible Personal Time Off (Vacation time) 401K match Competitive healthcare, dental and vision insurance plans Paid Parental Leave (Maternity and Paternity 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 Salaried, Exempt Roles The typical base salary range for this position is $95,670 - $116,930. 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. Fraud Prevention Notice As part of Amwell's commitment to maintaining a secure and trusted hiring process, Amwell uses fraud detection capabilities within its hiring platform to help identify potentially suspicious, fraudulent, or unauthorized activity during the recruitment process. These tools are designed to help protect candidates, Amwell, and the integrity of the hiring process by identifying indicators that may be associated with impersonation, account misuse, or other forms of recruiting fraud. Information generated through fraud detection is reviewed by authorized personnel and is not used as the sole basis for hiring decisions. Personal information collected or processed in connection with fraud detection will be handled in accordance with applicable data protection laws and Amwell's Applicant Privacy Notice. Identity Verification Notice As part of Amwell's commitment to maintaining a secure and trusted hiring process, candidates for this role are required to complete an identity verification step through Greenhouse Identity Verification powered by CLEAR during the interview process. Identity verification is used solely to confirm a candidate's identity and help prevent fraud and impersonation within the hiring process. It is not a background check and does not independently determine hiring decisions. Because this role has been designated as requiring identity verification, completion of the verification process is a condition of continuing in the recruitment process. Candidates who do not complete the identity verification process will not be eligible to advance to subsequent stages of consideration for this role. Personal information collected as part of the identity verification process will be handled in accordance with applicable privacy laws and Amwell's Applicant Privacy Notice. https://business.amwell.com/company/privacy-notice-US-applicants Privacy Notice