Implementation Manager - Professional Services

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.

Core Responsibilities

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.

• 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

• A 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