高级实施经理（葡萄牙）
Senior Implementation Manager (Portugal)
### **我们的使命：消除心理健康的一切障碍**
Spring Health 是一家全球性的心理健康公司，致力于消除所有心理健康方面的障碍。我们正在打造一个世界，在这个世界中，获得支持变得简单、个性化，并以个人为中心，从而让护理能够贯穿每一个工作、每一次搬迁、每一份健康计划和人生阶段。
我们的 AI 原生平台帮助我们在自助工具、辅导、治疗、药物管理以及专科护理中提供个性化的支持。我们的成果已通过 JAMA Network Open 和 Validation Institute 独立验证，目前 Spring Health 通过领先的雇主、健康计划和合作伙伴覆盖了全球超过 1.7 亿人。
作为一家 AI 原生公司，我们认为技术应该扩大护理的覆盖范围、质量和人性化。每位 Spring Health 的团队成员都应有意识地使用 AI 工具，将人类判断应用于 AI 输出，并以支持其角色和我们使命的方式持续提升 AI 熟练度。
高级实施经理向实施经理汇报，将独立领导复杂的、高影响力的客户上线工作，从销售过渡到客户成功团队的交接。该职位将是 Spring Health 在 EMEA 地区的主要实施资源，同时在时区允许的情况下也会支持美国地区的客户。你将成为战略项目领导者和值得信赖的客户顾问，运用深入的实施专业知识、强大的分析判断力和跨职能影响力来协调利益相关者、解决复杂问题并最大化客户成果。成功需要在模糊环境中做出明智决策，预判潜在风险，并将各次实施中的经验转化为可扩展的改进。可能需要偶尔出差参加公司或团队的会议/活动。
**你将负责：**
- 独立确定方法、治理和上线路径，负责复杂、高影响力的客户实施的全流程项目管理。
- 在实施期间作为主要客户联系人和值得信赖的顾问，与高级客户利益相关者建立牢固的关系。
- 内部和外部定义并协调客户要求、成功标准和权衡，确保在上线前跨职能交付。
- 负责模糊和非标准的客户要求，通过诊断根本需求、评估选项和风险，将重复请求转化为可扩展的解决方案。
查看英文原文
### **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 Senior Implementation Manager, reporting to the Manager, Implementation, will independently lead complex, high-impact customer onboarding 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 strategic project leader and trusted customer advisor, bringing in-depth implementation expertise, strong analytical judgment, and cross-functional influence to align stakeholders, resolve complex issues, and maximize customer outcomes. Success requires making sound decisions amid ambiguity, anticipating downstream risks, and converting lessons across implementations into scalable improvements. Occasional travel may be required for company or team meetings/events.
**What you’ll do:**
- Lead end-to-end project management for complex, high-impact customer implementations, independently determining the approach, governance, and path to go-live.
- Serve as the primary customer contact and trusted advisor during implementation, building strong relationships with senior customer stakeholders.
- Define and align customer requirements, success criteria, and tradeoffs internally and externally, ensuring cross-functional delivery by go-live.
- Own ambiguous and non-standard customer requirements by diagnosing root needs, evaluating options and risks, and turning recurring requests into scalable models, processes, and playbooks.
- Manage integrated project plans and multiple workstreams for internal and external stakeholders, synthesizing status, decisions, dependencies, and risks for audiences ranging from delivery teams to senior leaders.
- Anticipate and own customer onboarding risks, make timely decisions with incomplete information, and drive mitigation and escalation through resolution.
- Collaborate cross-functionally to design and implement scalable, automated, and AI-enabled improvements to the implementation process; measure impact and adjust based on evidence.
- Serve as a team and cross-functional subject-matter expert, frequently advising others on complex implementation matters and raising quality and consistency across the portfolio.
- Partner with Sales and other stakeholders to shape implementation strategy for complex prospects, set realistic expectations, and protect delivery quality.
**What success looks like:**
- Complex customers launch on time with clear governance and no surprises.
- High customer satisfaction, measured through Implementation CSAT, and trusted relationships with senior customer stakeholders.
- Time to first value is reduced while scope, quality, and risk are managed thoughtfully.Issues and risks are anticipated early, resolved with sound judgment, and converted into stronger prevention for future implementations.
- Project teams and internal operations stakeholders stay aligned through clear decisions, tradeoffs, and executive-ready communication.
- Department scalability initiatives deliver measurable improvements in efficiency, quality, and customer outcomes.
**What you’ll bring:**
- Bachelor’s degree or equivalent practical experience. 5+ years of experience in implementation, customer success, account management, client services, and/or client operations, including independently leading complex, cross-functional customer implementations.
- Experience creating and operationalizing cross-functional product requirements documents, standard operating procedures, playbooks, or operating models.
- Advanced experience with customer relationship management and project management tools, such as Salesforce and Rocketlane, plus a track record of using data, automation, or AI to improve execution and decision-making.
- Strong analytical, listening, and executive communication skills, with the ability to identify root causes, evaluate options and tradeoffs, and translate analysis into clear recommendations.High integrity, strong organizational skills, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach.
- Demonstrated ability to influence senior internal and external stakeholders, adapt communication to different audiences, and align teams around complex customer needs without relying on formal authority.
- Sound judgment in ambiguous or evolving situations, with the ability to determine an approach, make timely decisions, and own outcomes across handoffs and dependencies.
- 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 leading enterprise or global implementations in HealthTech, employee benefits, mental health, or a similar industry.
The target base salary range for this position is **€46,400 - 53,360 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**](https://springhealth.link/jd-2022-09-radfordcomp) at minimum to ensure competitive and fair pay.
**Not sure if you meet every requirement?** . If this role excites you, we encourage you to apply.
**_Our privacy policy:_** [**_https://springhealth.com/privacy-policy/_**](https://springhealth.com/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._