Implementation Manager

Implementation Manager 

At MetTel, we take pride in delivering exceptional customer experiences and helping organizations navigate the complex communications and connectivity landscape. As a Software Implementation Manager, you will play a critical role in shaping each customer's journey from day one.

As the first dedicated point of contact following contract execution, you will lead customers through the onboarding and implementation process, ensuring a seamless transition from sales to operational success. Within the Customer Onboarding team, you will own the end-to-end implementation experience, guiding customers through the setup and configuration of MetTel's Bruin-powered platform, driving adoption, and accelerating time-to-value.

This highly visible, customer-facing role combines relationship management, project leadership, and SaaS implementation expertise. You will manage onboarding projects from kickoff through successful handoff to New Client Services (NCS), ensuring customers are positioned for long-term success.

Our Implementation Managers currently onboard an average of four to six new customers per month, with project volume expected to increase as additional products are integrated into the team's scope. If you thrive in a fast-paced environment, enjoy managing complex implementations, and are passionate about delivering outstanding customer experiences, we'd love to hear from you.

Key Responsibilities

Customer Onboarding & Project Management

• Manage end-to-end onboarding and implementation projects from kickoff through successful transition to New Client Services (NCS).
• Partner closely with customers to define project scope, timelines, milestones, and desired outcomes.
• Drive customer readiness and platform adoption through effective onboarding strategies.
• Maintain clear project plans and execute a consistent cadence of status updates, action items, and stakeholder communications.
• Manage multiple customer implementations simultaneously while ensuring high-quality execution and customer satisfaction.
• Gather and communicate customer feedback and implementation insights to internal teams to support continuous improvement.

Customer Relationship Management

• Serve as the primary customer contact throughout the onboarding lifecycle, delivering a professional, consultative, and welcoming experience.
• Build trusted relationships with customer stakeholders at all levels, from operational teams to executive leadership.
• Set clear expectations, proactively communicate progress, and advocate for customer needs across the organization.
• Act as the first point of escalation, resolving issues and removing obstacles to ensure customer success.
• Develop strong working relationships with customer project managers, technical teams, and business stakeholders.

SaaS Implementation & Platform Enablement

• Lead the setup, configuration, and deployment of customer accounts within MetTel's Bruin platform.
• Translate customer requirements and contractual commitments into accurate platform configurations.
• Conduct customer training sessions to drive user adoption and long-term self-sufficiency.
• Troubleshoot implementation issues and coordinate with technical teams to quickly resolve configuration or integration challenges.
• Ensure customers are fully prepared to leverage the platform upon completion of onboarding.

Execution & Operational Excellence

• Drive urgency throughout the onboarding process, proactively identifying and removing blockers to minimize implementation timelines.
• Coordinate cross-functional teams to ensure timely delivery of onboarding milestones.
• Partner closely with Sales, New Client Services, and technical teams to deliver a seamless customer experience.
• Maintain accountability for project outcomes, adoption metrics, and successful customer transitions.

Qualifications

Required

• Bachelor's degree required.
• 5+ years of experience in software implementation, project management, customer success, professional services, management consulting, or a related client-facing role.
• Demonstrated experience leading complex projects with cross-functional stakeholders from initiation through completion.
• Strong customer-facing communication and relationship management skills.
• Proven ability to manage multiple concurrent projects while maintaining exceptional attention to detail.
• Excellent organizational, written, and verbal communication skills.
• Experience working with technical teams and translating customer requirements into successful solutions.
• Ability to thrive in fast-paced, high-growth environments with a strong sense of ownership and accountability.

Preferred

• Experience working in B2B SaaS environments.
• Familiarity with customer onboarding, software deployment, and enterprise implementation methodologies.
• Experience training end users and driving technology adoption.

Success in This Role

The ideal candidate combines project management discipline, customer-centric relationship building, and technical problem-solving. You are highly organized, proactive, and able to navigate complex stakeholder environments while delivering a best-in-class onboarding experience that sets customers up for long-term success.

To learn more about our company, visit us at our website at MetTel | Business Telecom Voice, Network & Mobility Services

*The salary range reflected is a good faith estimate of base pay for the primary location of the position. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay for this position is up to $100,000 annually. Pay varies by work location and may also depend on job -related knowledge, skills, experience and abilities of the successful candidate. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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