Senior Implementation Manager

Senior Implementation Manager

Lead complex customer implementations, align stakeholders, and turn technical deployments into meaningful business outcomes.

About Balto

Balto builds AI for contact centers. We help agents in the moment, score every call so leaders don’t have to, and show teams what their customers are really saying, all in one place.

Full-Time, Remote, U.S. Only

About the role

As a Senior Implementation Manager, you’ll lead complex customer implementations from kickoff through go-live. You’ll bring together executives, business owners, IT teams, and Balto partners around the outcomes customers want to achieve, while ensuring the technology is configured effectively.

This is a senior individual contributor role for someone who can move confidently between business priorities, technical decisions, and hands-on project execution.

What you’ll own

• Your implementations: lead 6–10 concurrent customer projects from kickoff through go-live.
• Customer outcomes: align stakeholders on clear goals, success criteria, priorities, and decisions.
• Technical delivery: guide integrations, manage risks, and keep executive sponsors informed.

Who we’re looking for

You’re a seasoned implementation leader who combines strong technical judgment with excellent project management and customer skills. You can organize a complex group of stakeholders, earn the confidence of senior leaders, and keep everyone focused on the outcomes that matter.

You may be a great fit if you:

• Bring clarity and direction to complex, multi-stakeholder customer projects
• Move comfortably between executive-level business conversations and technical discussions with IT
• Anticipate risks, manage competing priorities, and drive projects forward with ownership
• Build trust across Customer Success, Sales, Support, Engineering, and customer teams
• Raise the bar through strong judgment, organization, and examples others can learn from

Key responsibilities

Customer outcomes and alignment

• Define implementation objectives and measurable success criteria with customer leaders and project stakeholders
• Align executives, business owners, and IT teams around shared priorities, decisions, and responsibilities
• Keep sponsors informed of progress, risks, tradeoffs, and how the work supports business goals

Project leadership

• Own implementation plans, milestones, dependencies, and execution across 6–10 concurrent projects
• Lead kickoffs, working sessions, status reviews, and go-live coordination with clear next steps
• Identify blockers early, resolve competing priorities, and maintain focus on the core implementation goals

Technical implementation

• Guide softphone, email, chat, SMS, SSO, CRM, and call-data integrations; validate configuration and deployment
• Partner with customer IT teams, Technical Support, and Engineering to troubleshoot complex integration issues
• Lead hands-on technical troubleshooting and resolution of complex implementation challenges, including software installations, audio routing, call identification, APIs, firewalls, and integration configurations.
• Serve as a technical escalation resource, independently diagnosing issues and partnering with Engineering when additional support or development is required.

Cross-functional execution

• Coordinate Sales, Customer Success, Support, and Engineering for smooth handoffs and timely decisions
• Maintain accurate project records in Asana and Salesforce and communicate On Track / At Risk / Off Track / On Hold status
• Share effective approaches and technical knowledge that strengthen the implementation team
• Develop and maintain clear technical documentation, implementation procedures, and configuration guides to support consistent and scalable customer deployments.
• Identify opportunities to improve implementation processes, reduce deployment timelines, and strengthen the overall customer experience.
• Provide technical guidance and share best practices with other Implementation Managers to strengthen team capabilities.

What you’ll bring

Must-haves

• Substantial experience independently leading complex, customer-facing software implementations or solutions engagements
• Demonstrated success aligning executive, business, and technical stakeholders around customer outcomes
• Excellent project management, prioritization, risk management, and multi-project execution skills
• Confident executive communication and the ability to translate between technical and business topics
• Strong technical fluency to partner with IT and ensure software integrations are configured effectively
• Proactive ownership, sound judgment, and a track record of navigating complex customer challenges
• Demonstrated experience troubleshooting complex software integrations, including APIs, application configurations, and technical deployment issues.
• Ability to independently navigate complex enterprise customer environments and provide technical direction to both internal teams and customer stakeholders.

Nice to have

• Experience with CCaaS, VoIP, contact-center platforms, or enterprise SaaS deployments
• Familiarity with APIs, JSON, SSO, CRM integrations, Salesforce, and Asana
• Experience mentoring peers or improving implementation processes through influence

What success looks like

• Deliver complex customer implementations on time, with clear communication and a high level of customer satisfaction.
• Independently navigate technical challenges and resolve implementation blockers while minimizing customer disruption.
• Deliver predetermined customer outcomes and focus implementation on those goals.
• Build strong relationships with customer stakeholders and internal teams to ensure successful deployments.
• Contribute to improvements in implementation processes, documentation, and overall team effectiveness.

Benefits

• Medical, Dental, Vision
• 401(k)
• Unlimited PTO
• Learning Stipends

Our hiring process

Our process includes interviews and a required practical skills assessment. We’ll look at how you align stakeholders around customer outcomes, lead a complex implementation, communicate with executives, and navigate technical decisions.

Why Balto

Six values shape how we work:

• Anchor on Success. We start every task by picturing what success looks like, then set ambitious goals to get there.
• Love Every Customer. Every customer, whatever their size or complexity, should feel valued and supported.
• Talk Things Out. We solve problems through open, honest conversations, without the barriers of hierarchy.
• Always Be Growing. Everyone owns their professional development, and our culture backs them up.
• Own the Work. We take initiative, solve problems proactively, and produce results we’re proud of.
• Start with Gratitude. We recognize each other’s contributions, even in tough discussions.

Choosing Balto means joining a company where your work is meaningful, your growth is encouraged, and your contributions are valued. It’s go time.

Balto is an equal opportunity employer and does not discriminate based on protected characteristics under applicable law.