Implementation Manager - Healthcare

About Flip

Flip is a leader in Voice AI technology trusted by major brands such as Under Armour, Tory Burch, Experity, and Fast Pace Health. We specialize in handling millions of calls monthly across retail and healthcare sectors. With offices in NYC, LA, and the UK, our core strength is our people and a commitment to delivering outstanding customer experiences through innovative technology.

Role Overview

As an Implementation Manager, you will collaborate closely with Customer Success, Product, Engineering teams, and clients to guarantee successful technical onboarding and sustained performance post-launch. This position reports to the Head of Customer Success - Healthcare and is located onsite in Marina del Rey, CA or Williamsburg, Brooklyn, with a Monday to Friday schedule.

Key Responsibilities

• Lead the technical implementation process from the post-sale phase through to production deployment ensuring smooth transitions.
• Configure integration systems, call routing, IVR setups, telephony, and healthcare-specific technology platforms.
• Convert client requirements into scalable tech solutions while managing testing, quality assurance, and readiness for go-live.
• Handle technical documentation, guides, and create standardized playbooks to streamline future deployments.
• Provide ongoing technical support post-launch, resolving escalated issues related to integrations and platform behavior.
• Collaborate with engineering teams by supplying comprehensive technical details for complex challenges and suggest product enhancements based on recurring issues.
• Maintain an internal knowledge base with best practices, solutions, and documentation of known issues.
• Advise sales teams during later stages by explaining integration architectures, implementation methods, and system capabilities.

Candidate Profile

• 3 to 7+ years of experience in technical implementation, solutions engineering, technical customer support, or related roles involving direct customer engagement.
• Proficiency with configuring APIs, webhooks, data mappings, and managing enterprise software deployments.
• Proven ability to lead projects from technical discovery through successful rollout.
• Strong analytical and problem-solving skills focused on diagnosing and resolving intricate technological problems.
• Excellent verbal and written communication tailored to both technical teams and non-technical stakeholders.
• A proactive approach to building scalable operational processes and documentation.
• Bonus experience includes familiarity with healthcare platforms like Athena, eClinicalWorks, Experity, Solv, or Clockwise and telephony or contact center platforms such as Five9, Genesys, Talkdesk, NICE, or VoIP.

Additional Information

• The organization operates internationally with offices in the US, UK, and Canada and has secured over $30M in funding, including a $20M Series A round.
• Comprehensive healthcare benefits and unlimited vacation policy, including mandatory half week off around July 4 and a full week during year-end holidays.
• Position requires full-time onsite presence at our Marina del Rey location with expectations aligned to company headquarters.
• Compensation ranges between $120,000 to $150,000 annually, with eligibility for bonuses, commissions, and equity subject to approval.
• Flip is an equal opportunity employer dedicated to creating an inclusive and diverse workplace.