Implementation Manager

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)