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.

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.