Implementation Manager

TITLE: Implementation Manager

REPORTING TO: Head of Customer Success - Healthcare

LOCATION: Marina del Rey, CA - OR- Williamsburg, Brooklyn (Onsite M-F)

Who The Flip Is Flip?

Ever call your favorite eCommerce brand or healthcare provider, and have a crazy good Voice AI answer? That’s Flip. Hundreds of brands from Under Armour and Tory Burch in retail to Experity and Fast Pace Health in healthcare trust Flip to have millions of phone calls with their customers every month.

We’ve built our company on the idea that the best way to grow is to have a reference list as long as our customer list, and a constant belief that the team is the best thing we’ve built. Both are true today and increasingly so every day.

Many on our team would tell you this is their favorite place they’ve ever worked, and the hardest they’ve ever worked. It’s ideal for people who want to go all-in, do the work, ride the roller coaster, and have a great Flippin time doing it. We’re a small and mighty team of 70 today with offices in NYC, LA, and the UK.

#FlippinLegend

What You'll Do

You'll partner closely with Customer Success, Product, Engineering, and customers to ensure every implementation is technically sound, launches successfully, and continues to perform after go-live.

Own Technical Implementations

• Lead technical onboarding from post-sale through production launch
• Configure integrations, workflows, call routing, IVRs, telephony, and healthcare technology platforms
• Translate customer requirements into scalable technical solutions
• Manage implementation testing, QA, and go-live readiness
• Own technical handoffs from Sales through Customer Success to ensure nothing is lost during implementation
• Build documentation, implementation guides, and repeatable playbooks that improve future deployments

Provide Technical Customer Support

• Serve as the primary technical resource for post-launch issues and escalations
• Troubleshoot integrations, routing logic, platform behavior, and configuration challenges
• Partner with Engineering by providing detailed technical context on complex issues
• Identify recurring technical patterns and drive long-term product improvements
• Maintain an internal knowledge base of solutions, best practices, and known issues

Become a Trusted Technical Advisor

As your product expertise grows, you'll occasionally support late-stage sales conversations by helping customers understand integration architecture, implementation approach, and technical capabilities.

What We're Looking For

We're looking for someone who enjoys solving technical problems while working directly with customers. You're equally comfortable configuring integrations, troubleshooting production issues, and explaining technical concepts to both IT teams and non-technical stakeholders.

You likely have:

• 3–7+ years in Technical Implementation, Solutions Engineering, Technical Support, or a similar customer-facing technical role
• Hands-on experience configuring integrations, APIs, webhooks, data mappings, or enterprise software implementations
• Experience owning projects from technical discovery through production launch
• Strong troubleshooting skills with the ability to isolate and resolve complex technical issues
• Excellent written documentation and communication skills
• A builder's mindset—you enjoy creating scalable processes rather than simply following them

• Bonus: Healthcare technology platforms (Athena, eClinicalWorks, Experity, Solv, Clockwise, or similar)
• Bonus: Telephony or CCaaS platforms (Five9, Genesys, Talkdesk, NICE, VoIP)

More About Us

• We're international, spanning the US, UK, and Canada
• We’ve raised +$30M to date including our recent $20M Series A - backed by Ridge, Next Coast, ScOp, Bullpen Capital, Data Point and Forum Ventures, as well as founders & executives from Amazon Alexa, Ada, Attentive, and Simon Data
• Comprehensive healthcare and unlimited vacation, including a mandatory half week for everyone over July 4, and a full week off at the end of the year
• In office 5 days/week in our satellite office in Suffolk County, NY. With expectations to work from our HQ office.