Senior Implementation Manager

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

📋 Description

• Oversee 6–10 simultaneous customer implementations from the initial kickoff to the go-live stage.

• Establish implementation goals and measurable success indicators in collaboration with customer leaders and stakeholders.

• Align executives, business owners, and IT teams around common priorities, decisions, and responsibilities.

• Keep executive sponsors updated on progress, risks, trade-offs, and business impact.

• Own the implementation plans, milestones, dependencies, and execution strategies.

• Lead kickoffs, working sessions, status reviews, and coordination for go-live activities.

• Identify obstacles, resolve competing priorities, and stay focused on implementation objectives.

• Guide integrations for softphone, email, chat, SMS, SSO, CRM, and call data.

• Validate configurations and deployments to ensure accuracy.

• Troubleshoot intricate integration issues alongside customer IT, Technical Support, and Engineering teams.

• Diagnose and resolve issues related to software installations, audio routing, call identification, APIs, firewalls, and integration configurations.

• Act as a technical escalation resource and collaborate with Engineering for further support or development needs.

• Coordinate with Sales, Customer Success, Support, and Engineering to ensure smooth transitions and prompt decision-making.

• Maintain project documentation in Asana and Salesforce while communicating project status effectively.

• Share effective strategies and technical expertise with the implementation team.

• Develop and sustain technical documentation, implementation procedures, and configuration guides.

• Enhance implementation processes, shorten deployment timelines, and improve the customer experience.

• Provide technical advice and best practices to fellow Implementation Managers.

⛳️ Requirements

• Significant experience in independently managing complex, customer-facing software implementations or solution engagements.

• Proven success in aligning executive, business, and technical stakeholders with customer outcomes.

• Exceptional project management, prioritization, risk management, and multi-project execution capabilities.

• Strong executive communication skills and the ability to bridge technical and business discussions.

• Solid technical fluency to partner with IT and ensure effective configuration of software integrations.

• Proactive ownership, sound judgment, and a proven track record of navigating complex customer challenges.

• Demonstrated experience in troubleshooting complex software integrations, including APIs, application configurations, and technical deployment issues.

• Capability to independently navigate intricate enterprise customer environments and provide technical guidance to internal teams and customer stakeholders.

• Preferred experience with CCaaS, VoIP, contact-center platforms, or enterprise SaaS deployments.

• Familiarity with APIs, JSON, SSO, CRM integrations, Salesforce, and Asana is preferred.

• Experience in mentoring peers or enhancing implementation processes through influence is preferred.

• Required practical skills assessment.

🏝️ Benefits

• Medical coverage.

• Dental insurance.

• Vision coverage.

• 401(k) plan.

• Unlimited Paid Time Off (PTO).

• Learning stipends.