Implementation Manager

🕒 September 10

🇺🇸 United States – Remote

💵 $95.7k - $116.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🛠️ Implementation Specialist

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Amwell

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Amwell (previously known as American Well) is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. The Company offers a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, behavioral health, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 240 health systems comprised of 2,000 hospitals and 55 health plan partners, reaching over 80 million lives.

📋 Description

• Lead multiple customer implementation projects from kickoff through successful production launch • Manage project scope, schedules, milestones, customer expectations, risks, and delivery • Serve as the primary customer contact during implementation • Lead customer discovery sessions and define implementation strategies aligned with customer goals • Translate business requirements into scalable platform configurations and advise on implementation best practices • Develop and maintain project plans, deliverables, dependencies, timelines, risks, and action items • Identify project risks, remove delivery obstacles, and coordinate mitigation plans • Partner with Technical Services, Product Management, Engineering, Customer Success, Sales, Support, and other cross-functional teams • Manage changing priorities, customer requirements, and project scope while maintaining transparent communication • Improve implementation processes, documentation, tools, and best practices • Support customer growth initiatives, expansion opportunities, follow-on implementations, and ongoing customer success • Travel requirements: 10–20

🎯 Requirements

• 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 • Ability to independently manage multiple concurrent customer implementation projects • Strong customer-facing communication, presentation, and relationship management skills • Excellent organizational and time management skills • Ability to prioritize competing responsibilities in a fast-paced environment • Ability to think critically, solve complex problems, and adapt quickly to changing customer and business needs • Strong intellectual curiosity and willingness to 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 and collaborate 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 tools preferred • Experience in SaaS software implementation and customer onboarding, healthcare technology or operations, digital health, telehealth, EMR, EHR, HIE, or similar healthcare technology implementations is advantageous • Ability to complete required identity verification during the interview process

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