[Hiring] Senior Implementation Manager @Balto

Role Description

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.

• 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

How to apply

Visit balto.ai/careers , select See Open Roles.

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