Implementation Manager | Lisboa ou Porto

## **Our mission: e**liminating every barrier to mental health. Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We're building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage. Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners. As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission. 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. Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. ***Our privacy policy:*** *Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.* #J-18808-Ljbffr