Sr. Implementation Manager

Company Description

Amwell 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. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

The Senior Implementation Manager will play a critical role on the Professional Services team and will be responsible for project/program oversight and the execution of complex telehealth SaaS implementation projects.  This individual will lead Amwell customers and key internal stakeholders through the technical, operational, and workflow elements required for the successful deployment of the client’s telehealth program(s).

We are looking for a highly motivated, intellectually curious, and collaborative self-starter who is adaptable to change.  Ideal candidate can dissect ambiguity and convert it to achievable outcomes with high client satisfaction, while managing risks along the way.  This individual must be able to communicate effectively to clients, executives, and cross-functional teams.

Core Responsibilities:

• Independently manage implementations of high strategic importance from pre-sales support through post launch optimization, with limited management oversight.
• Conduct detailed client workflow discovery, with an accurate understanding of product capabilities and constraints.
• Work cross-functionally on complex issues and projects where analysis requires a deep understanding of several variables.
• Identify and escalate potential implementation risks, as well as manage both client and internal communication and exception processes associated with mitigating those risks properly and proactively.
• Build productive relationships with key contacts at various levels of authority outside own area of expertise
• Serve as a mentor for new or junior employees on best practices associated with the role
• Contribute to continuous process improvement initiatives within the Professional Services organization

Qualifications:

• 6+ years of overall experience in technology or healthcare-related Implementations or Consulting
• Extensive program, project, and process management experience
• Exceptional communication, leadership, team building, and people management skills
• Track record of strong customer focus and uncompromising integrity
• Proven history of managing teams to meet aggressive delivery deadlines
• Proven ability to think outside the box, optimize processes and lead change
• Ability to formulate and express ideas clearly and effectively in verbal and written presentations
• Experience and comfort interfacing with senior executives, both internally and externally
• Experience managing internal and external stakeholder expectations through effective negotiation and partnering
• Exceptional leadership, team building, and people management skills
• Bachelor’s degree in related field
• Project Management Professional (PMP®) certification preferred
• Flexibility to travel approximately 25% annually

Other successful team members have a background in one or more of the following areas:  

• SaaS software implementation experience
• Experience working in a healthcare environment
• Experience deploying telemedicine programs, EMR, EHR, HIE, or other health technology systems
• JIRA proficiency or experience with similar project management or CRM software

Additional information

Your Team:

People are our most important asset and the number one reason we all love working on the Professional Services Team at Amwell.  This is a group of problem solvers who embody our culture and values on a daily basis: Customer First, One Team and Deliver Awesome.  Professional Services is responsible for delivering quality implementations to our customers, and this poised, articulate and execution-oriented team is the driving force behind our clients’ success as they build their telehealth programs with Amwell’s revolutionary technology.

Telehealth is an exciting and evolving technology that is positively disrupting the healthcare ecosystem. If you are passionate about healthcare, and would thrive in a collaborative, s