Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a variety of customer implementation projects from the initial kickoff to a successful production launch.

• Manage project parameters, timelines, milestones, customer expectations, risks, and delivery outcomes.

• Act as the main point of contact for customers throughout the implementation phase.

• Facilitate customer discovery sessions to establish implementation strategies that align with customer objectives.

• Convert business requirements into scalable configurations on the platform and provide guidance on best practices for implementation.

• Create and sustain project plans, deliverables, dependencies, timelines, risk assessments, and action items.

• Identify potential project risks, eliminate obstacles to delivery, and coordinate mitigation strategies.

• Collaborate with Technical Services, Product Management, Engineering, Customer Success, Sales, Support, and other interdisciplinary teams.

• Navigate shifting priorities, customer demands, and project scopes while ensuring open lines of communication.

• Enhance implementation processes, documentation, tools, and best practices.

• Assist in customer growth initiatives, expansion prospects, follow-on implementations, and ongoing customer satisfaction.

• Travel requirements: 10–20%.

⛳️ Requirements

• A Bachelor’s degree in Business, Healthcare, Information Systems, Computer Science, or a related field, or equivalent professional experience.

• Over 3 years of experience in leading SaaS implementations, customer onboarding, technology consulting, project management, or similar customer-focused technology delivery roles.

• Proven ability to independently manage multiple simultaneous customer implementation projects.

• Excellent customer-facing communication, presentation, and relationship management skills.

• Strong organizational and time management abilities.

• Capacity to prioritize competing responsibilities in a dynamic environment.

• Critical thinking skills, problem-solving capabilities, and adaptability to evolving customer and business requirements.

• A strong intellectual curiosity and a willingness to learn new technologies, products, healthcare workflows, and business processes.

• Experience in facilitating customer meetings, documenting business and technical requirements, and guiding projects to successful completion.

• Ability to influence without direct authority and work collaboratively across cross-functional teams.

• Proficiency in Microsoft Office, including Excel, Word, PowerPoint, and Teams.

• Familiarity with tools such as Visio, Miro, Monday.com, Microsoft Project, Jira, or similar is preferred.

• Experience in SaaS software implementation, customer onboarding, healthcare technology or operations, digital health, telehealth, EMR, EHR, HIE, or similar healthcare technology implementations is a plus.

• Must be able to complete required identity verification during the interview process.

🏝️ Benefits

• Flexible Personal Time Off (Vacation time).

• 401K matching.

• Competitive healthcare, dental, and vision insurance plans.

• Paid Parental Leave (Maternity and Paternity leave).

• Employee Stock Purchase Program.

• Complimentary 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.

• Virtual-first work environment.

• Work-life flexibility, including Summer Fridays and designated Mental Health Days.

• Opportunities for professional development and learning.

• Generous total rewards packages.