Senior Implementation ManagerLead complex customer implementations, align stakeholders, and turn technical deployments into meaningful business outcomes.
RoleSenior Implementation Manager
LocationRemote
TypeFull-time
Projects6-10 concurrent implementations
Salary$110K - $120KPostedOctober 28, 2026
About the roleAs 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 forYou'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 responsibilitiesCustomer 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 bringMust-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 processOur 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.
How to applyVisit
balto.ai/careers, select See Open Roles.
The pay range for this role is:
110,000 - 120,000 USD per year (Remote (United States))
