Senior Implementation Manager

Job not on LinkedIn

🔥 15 minutes ago

🇺🇸 United States – Remote

💵 $110k - $120k / year

⏰ Full Time

🟠 Senior

🛠️ Implementation Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Balto

WebsiteLinkedInAll Job Openings

1 - 10 employees

👥 B2C

🛍️ eCommerce

🧘 Wellness

B2C • eCommerce • Wellness

Balto is a French pet care brand focused on improving dogs' wellbeing through veterinary-formulated supplements, kibble, and treats. The company sells directly to consumers via its online shop, highlights scientific formulation and GMP+ certification, and promotes products for joints, skin, digestion, dental hygiene, and relaxation. Balto emphasizes customer satisfaction with high Trustpilot ratings, a loyalty program (Club Balto), and claims to have helped over 75,000 dogs.

📋 Description

• Lead 6–10 concurrent customer implementations from kickoff through go-live • Define implementation objectives and measurable success criteria with customer leaders and stakeholders • Align executives, business owners, and IT teams around shared priorities, decisions, and responsibilities • Keep executive sponsors informed about progress, risks, tradeoffs, and business impact • Own implementation plans, milestones, dependencies, and execution • Lead kickoffs, working sessions, status reviews, and go-live coordination • Identify blockers, resolve competing priorities, and maintain focus on implementation goals • Guide softphone, email, chat, SMS, SSO, CRM, and call-data integrations • Validate configurations and deployments • Troubleshoot complex integration issues with customer IT, Technical Support, and Engineering • Diagnose and resolve issues involving software installations, audio routing, call identification, APIs, firewalls, and integration configurations • Serve as a technical escalation resource and partner with Engineering when additional support or development is required • Coordinate Sales, Customer Success, Support, and Engineering for smooth handoffs and timely decisions • Maintain project records in Asana and Salesforce and communicate project status • Share effective approaches and technical knowledge with the implementation team • Develop and maintain technical documentation, implementation procedures, and configuration guides • Improve implementation processes, reduce deployment timelines, and strengthen customer experience • Provide technical guidance and best practices to other Implementation Managers

🎯 Requirements

• Substantial experience independently leading complex, customer-facing software implementations or solutions engagements • Demonstrated success aligning executive, business, and technical stakeholders around customer outcomes • Excellent project management, prioritization, risk management, and multi-project execution skills • Confident executive communication and ability to translate between technical and business topics • Strong technical fluency to partner with IT and ensure software integrations are configured effectively • Proactive ownership, sound judgment, and track record of navigating complex customer challenges • Demonstrated experience troubleshooting complex software integrations, including APIs, application configurations, and technical deployment issues • Ability to independently navigate complex enterprise customer environments and provide technical direction to internal teams and customer stakeholders • Experience with CCaaS, VoIP, contact-center platforms, or enterprise SaaS deployments preferred • Familiarity with APIs, JSON, SSO, CRM integrations, Salesforce, and Asana preferred • Experience mentoring peers or improving implementation processes through influence preferred • Required practical skills assessment

🏖️ Benefits

• Medical • Dental • Vision • 401(k) • Unlimited PTO • Learning Stipends

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