Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and direct six to ten simultaneous customer implementation projects from initiation to go-live.

• Take ownership of the technical integration of Balto with client environments, encompassing softphone, email, chat, and SMS integrations, agent deployment, and functionality verification.

• Coordinate integrations such as Single Sign-On (SSO), CRM systems, and call data exports.

• Act as the technical authority on the Balto side during implementation, including hands-on troubleshooting and issue investigation.

• Facilitate customer-facing implementation meetings, training sessions, and technical discussions.

• Deliver clear and consistent status updates and summaries of meetings to customers and internal stakeholders.

• Keep precise and current implementation records in Asana and Salesforce.

• Monitor project status and proactively communicate any risks or obstacles.

• Serve as a post-sales technical escalation point for the Technical Support team.

• Collaborate directly with Engineering to address bugs, integration challenges, and complex technical issues.

• Assist with re-implementations when customers transition to new softphone providers or technical environments.

⛳️ Requirements

• 2–4 years of experience in implementation, technical onboarding, solutions consulting, or a similar customer-facing technical position.

• Proficient technical troubleshooting and problem-solving abilities.

• Highly organized with the capability to handle multiple projects at once.

• Comfortable in a customer-facing role with strong verbal and written communication skills.

• Ability to convey technical concepts to audiences with varying levels of technical knowledge.

• Basic understanding of scripting or data formats (e.g., JSON) and APIs.

• Familiarity with CRM systems (Salesforce preferred) and project management tools (ChurnZero preferred).

• Ability to collaborate across departments and manage dependencies effectively.

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

• Must be located in the U.S.

🏝️ Benefits

• Fully remote team — work from anywhere in the US.

• Excellent benefits: healthcare coverage.

• 401(k) plan.

• Unlimited paid time off (PTO).

• Learning stipends available.

• Smart, supportive, and AI-focused colleagues.

• Virtual interview process.