Implementation Manager

Summary

Balto is a fast-growing AI contact center company focused on delivering exceptional customer experiences. The Implementation Manager leads multiple technical customer onboarding and deployment projects, manages integrations and troubleshooting, and serves as the primary technical contact through implementation and post-sales escalation.

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/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

Skills

• 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

Qualifications

Must Haves

• 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

Nice to Haves

• Experience with CCaaS or VoIP softphone platforms preferred, but not required

Benefits

• Fully remote team — work from anywhere in the US
• Mission-driven culture with smart, supportive, and AI-obsessed teammates
• Healthcare
• 401(k)
• Unlimited PTO
• Learning stipends