Implementation Manager, Healthcare

Flip•Brooklyn, NY

7d•Onsite

About The Position

Flip is seeking an Implementation Manager to 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. This role involves owning technical implementations from post-sale through production launch, configuring integrations, workflows, call routing, IVRs, telephony, and healthcare technology platforms. The Implementation Manager will translate customer requirements into scalable technical solutions, manage implementation testing, QA, and go-live readiness, and own technical handoffs from Sales through Customer Success. Additionally, the role includes providing technical customer support, serving as the primary technical resource for post-launch issues and escalations, troubleshooting integrations, routing logic, platform behavior, and configuration challenges. The Implementation Manager will partner with Engineering by providing detailed technical context on complex issues, identify recurring technical patterns, and drive long-term product improvements. A key aspect of the role is maintaining an internal knowledge base of solutions, best practices, and known issues. As product expertise grows, the role may also support late-stage sales conversations by explaining integration architecture, implementation approach, and technical capabilities.

Requirements

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

Nice To Haves

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

Responsibilities

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
Occasionally support late-stage sales conversations by helping customers understand integration architecture, implementation approach, and technical capabilities.