Senior Implementation Manager

The posting, as Balto wrote it

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 Su

[…]
ity 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.

Balto is an equal opportunity employer and does not discriminate based on protected characteristics under applicable law.