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.