Senior Implementation Manager

Lead complex customer implementations, align stakeholders, and turn technical deployments into meaningful business outcomes.

Role

Senior Implementation Manager

Location

Remote

Type

Full-time

Projects

6–10 concurrent implementations

Salary

$110K - $120K

Posted

October 28, 2026

About Balto

Balto builds AI for contact centers. We help agents in the moment, score every call so leaders don’t have to, and show teams what their customers are really saying, all in one place.

Full-Time, Remote, U.S. Only

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 the