Senior Implementation Manager
B
BaltoContact-center AI
Full-Time, Remote, U.S. OnlyFull-TimeSenior
Salary110,000 - 120,000 USD per year
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Job Details
- Required Skills
- Project ManagementSalesforceJSONAsana
Requirements
- Bring substantial experience independently leading complex, customer-facing software implementations or solutions engagements.
- Demonstrate success aligning executive, business, and technical stakeholders around customer outcomes.
- Have strong project management, prioritization, risk management, and multi-project execution skills.
- Communicate confidently with executives and translate between technical and business topics.
- Bring technical fluency to partner with IT teams and ensure software integrations are configured effectively.
- Demonstrate proactive ownership, sound judgment, and the ability to navigate complex customer challenges.
- Have experience troubleshooting complex software integrations, including APIs, application configurations, and technical deployment issues.
- Be able to navigate complex enterprise customer environments independently and provide technical direction to internal teams and customer stakeholders.
- Experience with CCaaS, VoIP, contact-center platforms, or enterprise SaaS deployments is a plus.
- Familiarity with JSON, SSO, CRM integrations, Salesforce, and Asana is a plus.
- Experience mentoring peers or improving implementation processes through influence is a plus.
Responsibilities
- Define implementation objectives and measurable success criteria with customer leaders and project stakeholders.
- Align executives, business owners, and IT teams around shared priorities, decisions, and responsibilities.
- Own implementation plans, milestones, dependencies, and execution across 6–10 concurrent projects.
- Lead kickoffs, working sessions, status reviews, and go-live coordination.
- Guide softphone, email, chat, SMS, SSO, CRM, and call-data integrations; validate configuration and deployment.
- Troubleshoot complex integration issues with customer IT teams, Technical Support, and Engineering.
- Coordinate Sales, Customer Success, Support, and Engineering for smooth handoffs and timely decisions.
- Maintain project records in Asana and Salesforce and communicate project status.
- Develop technical documentation, implementation procedures, and configuration guides.
- Improve implementation processes and share technical guidance and best practices with peers.
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