Implementation Manager

Implementation Manager

Implementation Managers at Balto lead the technical onboarding and deployment of Balto for new customers. You'll own multiple customer implementations simultaneously, acting as the primary technical point of contact throughout the implementation lifecycle.

In this role, you will coordinate closely with customer stakeholders, internal Customer Success, Technical Support, Sales, and Engineering teams to ensure implementations are delivered on time, with clear communication and a high level of customer satisfaction. You will also serve as a post-sales technical escalation point and work directly with Engineering to investigate and resolve complex issues.

What You'll Own

• 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/SMS integrations, agent deployment, and validation of functionality
• Coordinate integrations such as Single Sign-On (SSO), CRM integrations, and call data exports as needed
• 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 (On Track, At Risk, Off Track, On Hold) 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

What We're Looking For

Skills & 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

Balto's Values

• Anchor on success: We set goals that align with success, and don't settle for "good enough."
• Love every customer: We care for and appreciate our customers, no matter their size, industry, or sophistication.
• Talk things out: We assume positive intent in others, talk through disagreements, and create open lines of communication across departments and levels.
• Start with gratitude: We stay humble, recognize others, and make the most of everything.
• Always be growing: We never stop learning. We seek to be a force of growth for ourselves and others.
• Own the work : We are drivers who seek to fix things and push forward towards the solution. We don't wait for problems to solve themselves.