Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage customer implementations from start to finish, including kick-off, integration, configuration, quality assurance, Flossy HQ training, and supported go-live.

• Collaborate directly with practice teams to gain insights into operations, workflow challenges, and agent requirements.

• Integrate AI agents within practice management systems, phone systems, and real-time scheduling data.

• Convert scheduling rules, practice policies, and call-handling preferences into configurations for AI agents.

• Determine the balance between customization and standardization of agent implementations.

• Conduct thorough quality assurance on every build and prepare pilot projects to meet success criteria.

• Assist customers throughout training and the go-live phase.

• Act as the technical point of contact post-launch.

• Diagnose issues on active customer accounts.

• Collaborate with Customer Success, Product, and Engineering teams.

• Monitor go-live timelines, launch quality, and agent performance metrics.

• Develop implementation playbooks, templates, processes, and tools.

• Lead rollouts across multiple locations, transitioning from successful pilots to company-wide deployments.

⛳️ Requirements

• At least 3 years of relevant experience in implementation, onboarding, solutions engineering, or technical customer success within a B2B SaaS environment.

• Proven history of successfully launching software for customers and achieving measurable outcomes.

• Strong technical knowledge related to integrations, APIs, and systems data.

• Proficient in troubleshooting technical issues.

• Excellent judgment in identifying customer needs, differentiating requirements from edge cases, and making necessary trade-offs.

• Hands-on and organized approach when managing multiple launches under tight deadlines.

• Outstanding communication skills with the ability to engage with practice owners, front-office teams, and engineers.

• Comfortable working in ambiguous and fast-paced environments.

• Experience with implementing AI-native products, conversational AI, voice agents, or workflow automation is a plus.

• Familiarity with practice management systems is a plus.

• Experience in rolling out software across multi-location groups or franchises is a plus.

• Previous experience in early-stage startups is a plus.

• Experience in dental, healthcare, or other complex operational workflows is a plus.

• Must be legally authorized to work in the United States.

• Required to answer visa sponsorship questions for work in the United States.

🏝️ Benefits

• Significant autonomy in your role.

• Direct interaction with customers.

• Opportunity to influence how Flossy implements AI agents as the company expands.

• Fast-paced startup atmosphere that values ownership, curiosity, and speed.

• Chance to collaborate with individuals focused on customer outcomes and the latest AI advancements.