Remote Senior Implementation Lead — Multi‑Project Deployments

Saasventurecapital; United States; Remote; USD 110,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Unlimited PTO

Learning Stipends

Job summary

Balto, a leader in AI for contact centers, seeks a Senior Implementation Manager to drive complex customer implementations from kickoff to go-live, coordinating executives, business owners, IT teams, and Balto partners to deliver measurable outcomes.

This senior individual contributor role blends business priorities with technical decision-making and hands‑on delivery across multiple projects to ensure successful deployments.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Stakeholder management

Project management

Technical fluency

Executive communication

APIs & integrations

Tools

Asana

Salesforce

CRM systems

Job description

Balto, a leader in AI for contact centers, seeks a Senior Implementation Manager to drive complex customer implementations from kickoff to go-live, coordinating executives, business owners, IT teams, and Balto partners to deliver measurable outcomes.

This senior individual contributor role blends business priorities with technical decision-making and hands‑on delivery across multiple projects to ensure successful deployments.