Senior Implementation Manager

Balto

. Lead 6–10 concurrent customer implementations from kickoff through go-live .

Posted 11/9/2026full-timeRemote • United StatesSenior💰 $110,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading complex customer-facing software implementations, aligning stakeholders, and ensuring effective software integrations. Proficient in project management, technical troubleshooting, and improving implementation processes to enhance customer experience.

Highest-signal resume keywords

Customer-Facing Software ImplementationsProject ManagementTechnical TroubleshootingStakeholder AlignmentCCaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Implementation PlanningIntegration ConfigurationAPI TroubleshootingSoftware DeploymentTechnical Documentation

Soft Skills

Executive CommunicationProactive OwnershipRisk ManagementPrioritizationInfluence

Tools & Technologies

SalesforceAsanaSSOCRM IntegrationsVoIP

Industry Keywords

CCaaSContact-Center PlatformsEnterprise SaaS DeploymentsTechnical DirectionComplex Customer Environments

Tech Stack

Tools & technologies

FirewallsVoIP

About the role

Key responsibilities & impact

Lead 6–10 concurrent customer implementations from kickoff through go-live
Define implementation objectives and measurable success criteria with customer leaders and stakeholders
Align executives, business owners, and IT teams around shared priorities, decisions, and responsibilities
Keep executive sponsors informed about progress, risks, tradeoffs, and business impact
Own implementation plans, milestones, dependencies, and execution
Lead kickoffs, working sessions, status reviews, and go-live coordination
Identify blockers, resolve competing priorities, and maintain focus on implementation goals
Guide softphone, email, chat, SMS, SSO, CRM, and call-data integrations
Validate configurations and deployments
Troubleshoot complex integration issues with customer IT, Technical Support, and Engineering
Diagnose and resolve issues involving software installations, audio routing, call identification, APIs, firewalls, and integration configurations
Serve as a technical escalation resource and partner with Engineering when additional support or development is required
Coordinate Sales, Customer Success, Support, and Engineering for smooth handoffs and timely decisions
Maintain project records in Asana and Salesforce and communicate project status
Share effective approaches and technical knowledge with the implementation team
Develop and maintain technical documentation, implementation procedures, and configuration guides
Improve implementation processes, reduce deployment timelines, and strengthen customer experience
Provide technical guidance and best practices to other Implementation Managers

Requirements

What you’ll need

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

Benefits

Comp & perks

Medical
Dental
Vision
401(k)
Unlimited PTO
Learning Stipends