About this role
The Implementation Manager, reporting to the Manager, Implementation, will lead a world-class customer onboarding process from the transition out of Sales through the handoff to Customer Success. This role will be Spring Health’s primary implementation resource for customers based in EMEA and will also support US-based customers where time-zone alignment allows. You will serve as a detail-oriented project manager and trusted customer consultant, bridging internal and external teams to resolve complex issues and maximize customer programs. Success requires comfort identifying and proposing solutions when information is incomplete or evolving.
What you’ll do:
Lead end-to-end project management for customer implementations.
Serve as the primary customer contact during implementation and build strong relationships.
Define and align customer requirements and expectations internally and externally, ensuring delivery by go-live.
Own non-standard customer requirements by gathering needs, aligning resources, and turning one-off requests into repeatable processes.
Manage project plans for internal and external stakeholders and provide timely updates.
Identify and assess customer onboarding risks, proactively escalating them to internal leadership.
Collaborate cross-functionally to design and implement scalable, automated improvements to the implementation process.
Serve as a team and cross-functional subject-matter expert on the implementation process.
Support Sales so prospects understand and feel confident about the implementation process.
What success looks like:
Customers launch on time.
High customer satisfaction, measured through Implementation CSAT.
Time to first value for customers is as short as possible.Issues and risks are identified and remediated in a timely manner.
Project teams and internal operations stakeholders stay seamlessly aligned.
Key initiatives directly related to department scalability are completed.
What you’ll bring:
Bachelor’s degree or higher.
3+ years of experience in implementation, customer success, account management, client services, and/or client operations.
Experience creating cross-functional product requirements documents, standard operating procedures, or playbooks.
Advanced experience with customer relationship management and project management tools, such as Salesforce and Rocketlane.
Strong listening and communication skills, with a creative approach to solving root problems strategically.
High integrity, organizational skill, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach.
Ability to navigate internal and external teams and align stakeholders around complex customer needs.
Comfort identifying and proposing solutions when information is incomplete or evolving.
A deep passion for transforming mental healthcare and eliminating barriers to care.
Multilingual, with professional fluency in English and at least one additional language relevant to the customers this role will support.
Willingness and ability to travel as necessary, approximately 10%.
Nice to have:
Experience in HealthTech, employee benefits, mental health, or a similar industry.
The target base salary range for this position is $36,000 - $41,400 EUR and is part of a competitive total rewards package including benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay.