Implementation Manager

Summary

Amwell is a healthcare technology company providing a technology-enabled care platform and digital healthcare programs. The Implementation Manager leads complex SaaS implementations for enterprise customers, managing projects from kickoff through production launch while translating business objectives into scalable technical and operational solutions. The role serves as the primary customer contact and coordinates cross-functional teams, risks, requirements, and delivery activities.

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

Skills

• 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
• 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
• Travel Requirements: 10-20
• Experience with Visio, Miro, Monday.com, Microsoft Project, Jira, or similar collaboration and project management tools preferred

Qualifications

Must Haves

• 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
• 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
• Travel Requirements: 10-20

Nice to Haves

• Experience with Visio, Miro, Monday.com, Microsoft Project, Jira, or similar collaboration and project management tools preferred

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
• Generous total rewards packages
• A virtual-first work environment
• Work-life flexibility, including Summer Fridays and designated Mental Health Days
• Opportunities to stretch and learn