Implementation Manager
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Job Description
Implementation Manager leading technical onboarding and integrations for Balto’s AI contact-center platform. Managing customer deployments, escalations, and cross-functional delivery through go-live.
Responsibilities:
- Lead and manage six to ten concurrent customer implementation projects from kickoff through go-live
- Own the technical integration of Balto with customer environments, including softphone, email, chat, and SMS integrations, agent deployment, and functionality validation
- Coordinate integrations such as Single Sign-On (SSO), CRM integrations, and call data exports
- Serve as the technical expert on the Balto side during implementation, including hands-on troubleshooting and investigation
- Lead customer-facing implementation meetings, trainings, and technical discussions
- Provide clear, consistent status updates and meeting summaries to customers and internal stakeholders
- Maintain accurate and up-to-date implementation records in Asana and Salesforce
- Track project status and proactively communicate risks or blockers
- Act as a post-sales technical escalation point for the Technical Support team
- Work directly with Engineering to investigate bugs, integration issues, and complex technical problems
- Support re-implementations when customers change softphone providers or technical environments
Requirements:
- 2–4 years in implementation, technical onboarding, solutions consulting, or a similar customer-facing technical role
- Strong technical troubleshooting and problem-solving skills
- Highly organized with the ability to manage multiple projects simultaneously
- Comfortable in a customer-facing role with strong communication skills
- Ability to explain technical concepts to audiences with varying levels of technical expertise
- Basic understanding of scripting or data formats (e.g., JSON) and APIs
- Experience working with CRM systems (Salesforce preferred) and project management tools (ChurnZero preferred)
- Ability to collaborate cross-functionally and manage dependencies effectively
- Experience with CCaaS or VoIP softphone platforms preferred, but not required
- U.S. work location required
Benefits:
- Fully remote team — work from anywhere in the US
- Great benefits: healthcare
- 401(k)
- Unlimited PTO
- Learning stipends
- Smart, supportive, and AI-obsessed teammates
- Virtual interviews
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