Senior Implementation Manager

Balto

1d•$110,000 - $120,000•Remote

About The Position

The Senior Implementation Manager is a senior individual contributor who leads complex customer software implementations from kickoff through go-live. The role aligns executives, business owners, IT teams, and Balto partners around customer outcomes and ensures technology is configured effectively. The manager owns 6–10 concurrent customer projects and moves between business priorities, technical decisions, and hands-on project execution. The role leads customer alignment, project planning, technical implementation, and cross-functional execution. It includes guiding integrations, troubleshooting complex technical issues, managing risks, communicating with executive sponsors, and maintaining project records and status. The manager also develops technical documentation and implementation procedures, improves deployment processes, and shares technical guidance with peers. Success means delivering implementations on time with clear communication and high customer satisfaction, resolving technical blockers while minimizing customer disruption, delivering agreed customer outcomes, building strong stakeholder relationships, and contributing to better processes and team effectiveness. The role is full-time and remote, U.S. only.

Requirements

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 internal teams and customer stakeholders.

Nice To Haves

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.

Responsibilities

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 about progress, risks, tradeoffs, and how the work supports business goals.
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 implementation goals.
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 troubleshooting of 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.
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, or On Hold status.
Share effective approaches and technical knowledge to strengthen the implementation team.
Develop and maintain technical documentation, implementation procedures, and configuration guides for consistent, scalable deployments.
Identify opportunities to improve implementation processes, reduce deployment timelines, and strengthen the customer experience.
Provide technical guidance and share best practices with other Implementation Managers.