Senior Implementation Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Implementation Manager leading complex AI contact-center software implementations for Balto. Aligning executives, IT teams, and customers while troubleshooting integrations through go-live.
Responsibilities:
- Lead 6–10 concurrent customer implementations from kickoff through go-live
- Define implementation objectives and measurable success criteria with customer leaders and stakeholders
- Align executives, business owners, and IT teams around shared priorities, decisions, and responsibilities
- Keep executive sponsors informed about progress, risks, tradeoffs, and business impact
- Own implementation plans, milestones, dependencies, and execution
- Lead kickoffs, working sessions, status reviews, and go-live coordination
- Identify blockers, resolve competing priorities, and maintain focus on implementation goals
- Guide softphone, email, chat, SMS, SSO, CRM, and call-data integrations
- Validate configurations and deployments
- Troubleshoot complex integration issues with customer IT, Technical Support, and Engineering
- Diagnose and resolve issues involving software installations, audio routing, call identification, APIs, firewalls, and integration configurations
- Serve as a technical escalation resource and partner with Engineering when additional support or development is required
- Coordinate Sales, Customer Success, Support, and Engineering for smooth handoffs and timely decisions
- Maintain project records in Asana and Salesforce and communicate project status
- Share effective approaches and technical knowledge with the implementation team
- Develop and maintain technical documentation, implementation procedures, and configuration guides
- Improve implementation processes, reduce deployment timelines, and strengthen customer experience
- Provide technical guidance and best practices to other Implementation Managers
Requirements:
- 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 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 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 internal teams and customer stakeholders
- Experience with CCaaS, VoIP, contact-center platforms, or enterprise SaaS deployments preferred
- Familiarity with APIs, JSON, SSO, CRM integrations, Salesforce, and Asana preferred
- Experience mentoring peers or improving implementation processes through influence preferred
- Required practical skills assessment
Benefits:
- Medical
- Dental
- Vision
- 401(k)
- Unlimited PTO
- Learning Stipends
Similar Jobs
Task Order Implementation Lead
IT modernization lead overseeing planning, implementation, quality and sustainment for Air Force and Space Force bases. Managing enterprise IT projects, teams, stakeholders and DoD customer deliverables for GDIT.
Technical Informatics Implementation Consultant
Technical Informatics Consultant deploying Fujifilm Synapse imaging systems for healthcare customers. Configuring integrations, databases, APIs, and enterprise imaging workflows.
Lead IT Implementation Specialist
Lead laboratory system implementations, validations, and deployments for Labcorp’s global healthcare diagnostics network. Coordinate enterprise technology delivery, integration, adoption, and operational readiness.
Data Implementation Manager
Data Implementation Manager leading enterprise migrations and deployment programs. Coordinating technical teams and clients for Valon’s AI-powered mortgage-servicing platform.
Implementation Consultant
Implementation Consultant deploying Samsara’s IoT solutions for physical operations customers. Leading implementations, change management, training, and cross-functional customer engagements.
Implementation Consultant
Implementation Consultant deploying Samsara’s Connected Operations Cloud for physical-operation customers. Leading workshops, training, change management, and cross-functional implementation projects.
Self Service Implementation Specialist – Freelance
Self-service implementation specialist supporting plan sponsors through onboarding on a client platform. Providing responsive guidance, troubleshooting blockers, and reinforcing standardized workflows.
Self Service Implementation Specialist – Freelance
Self-Service Implementation Specialist guiding retirement plan sponsors through client-platform onboarding. Providing responsive support, clarifying requirements, and unblocking high-volume implementation workflows.
Self Service Implementation Specialist – Freelance
Self-Service Implementation Agent guiding retirement-plan sponsors through Meridial’s client-platform onboarding. Providing responsive support, clarifying requirements, and unblocking high-volume implementation workflows.
Implementation Manager
Implementation Manager scaling onboarding and deployment operations for Standard Metrics, an AI-driven financial data platform. Building the implementation team, processes, KPIs, and customer delivery systems.
Data Implementation Manager
Data Implementation Manager coordinating complex data migrations for Valon’s AI mortgage-servicing platform. Aligning deployment, engineering, product, and data teams to deliver technical programs.
Implementation Specialist
Implementation Specialist onboarding new clients for CAS, which supports US accounting firms and businesses. Managing launch workflows, early success, documentation, and retention remotely.
Implementation Specialist – Onboarding & Training
Implementation Specialist configuring MarketMan, POS integrations, and restaurant inventory workflows. Training customers through onboarding and early platform adoption in the Philippines.
SaaS Implementation Specialist, SaaS Experience Required
SaaS implementation specialist onboarding dealerships to Tekion’s cloud automotive platform. Configuring workflows, training users, and managing implementations with up to 90% customer travel.
Implementation Consultant
Implementation Consultant integrating Verra Mobility’s parking technology into customer operations. Leading systems implementation, customer training, technical troubleshooting, and cross-functional project delivery.
Manager, Product Implementation – Process Management
CVS Health manager implementing Medicare supplemental benefit programs and coordinating operational readiness. Improving processes, compliance, reporting, and vendor collaboration across healthcare operations.
Customer Engineer
Customer Engineer installing, repairing, and troubleshooting equipment, software, and network components. Supporting financial institutions and retailers through NCR Atleos’s financial-access technology.
Customer Engineer
Customer Engineer driving datacenter, AI, and communications design wins for SiTime’s MEMS timing semiconductors. Advising system architects and translating customer needs into revenue and roadmap growth.
Senior Website Implementation Specialist
Senior Drupal specialist building and maintaining Acquia-hosted property websites for a nationwide multifamily real estate portfolio. Managing implementations, support tickets, SLA delivery, QA, and custom backend development.
Implementation Consultant
Implementation Consultant deploying and configuring Solventum healthcare revenue-cycle software. Leading client implementations, testing, issue resolution, training, and go-live support.