Implementation Manager

About MetTel

MetTel is a global provider of comprehensive communications solutions, specializing in secure connectivity and network and mobility services. We cater to numerous Fortune 500 companies and government agencies, simplifying their communications and networking landscape. Recognized by Gartner as an industry leader, MetTel boasts a wide range of technological offerings and partnerships, supported by our private network to deliver customized solutions that enhance cost-efficiency, innovation, and core business focus.

We foster an environment where professionals can develop their skills, collaborate across diverse teams, and build rewarding careers. Every team member's contribution is vital to our ongoing success and sustainability.

Role Overview

The Software Implementation Manager at MetTel is pivotal in delivering a superior customer onboarding experience. As the initial point of contact post-contract, you will guide customers from purchase through deployment, ensuring smooth integration and platform adoption. This customer-facing role involves leadership in project management and execution of SaaS implementations, managing multiple onboarding projects concurrently while maintaining quality and client satisfaction.

Key Responsibilities

• Oversee entire onboarding and implementation cycles from initiation to handover to New Client Services (NCS).
• Collaborate with customers to establish project goals, timelines, and deliverables.
• Promote customer preparedness and active use of MetTel’s Bruin platform through effective onboarding methods.
• Maintain detailed project documentation and communicate regularly with stakeholders on progress and next steps.
• Simultaneously manage several onboarding projects ensuring high standards and customer approval.
• Collect and relay client feedback to enhance internal processes and product offerings.
• Serve as the main contact, nurturing trusted relationships with stakeholders ranging from operational staff to senior executives.
• Manage expectations clearly and advocate for client interests throughout the organization.
• Address escalations promptly to resolve issues impeding customer success.
• Lead account setup, configuration, and deployment in the Bruin software platform, aligning with contractual commitments and customer requirements.
• Conduct training sessions to drive platform adoption and empower customers to operate independently post-onboarding.
• Troubleshoot implementation issues with support from technical teams to deliver seamless integration.
• Accelerate onboarding timelines by proactively removing barriers and coordinating across departments.
• Partner with Sales, Customer Success, and technical teams to ensure cohesive and efficient customer journeys.
• Own the success metrics and ensure smooth transition of customers to post-implementation services.

Qualifications

• Bachelor’s degree is mandatory.
• Minimum of five years’ experience in software implementation, project management, customer success, professional services, or related client-facing roles.
• Proven track record managing complex projects involving multiple functional teams from start to finish.
• Strong communication and interpersonal skills with the ability to manage diverse customer relationships.
• Exceptional organizational skills and capacity to handle multiple projects simultaneously with keen attention to detail.
• Experience collaborating with technical teams to interpret customer needs and develop effective solutions.
• Ability to excel in fast-paced, evolving environments with a strong ownership mindset.

• Experience in B2B SaaS environments is preferred.
• Knowledge of customer onboarding strategies, software deployment, and enterprise implementation best practices is a plus.
• Skilled in end-user training and driving technology adoption is advantageous.

Additional Information

The role is highly visible and critical to customer success, requiring a blend of project management, client relationship management, and technical aptitude. Candidates should be detail-oriented, proactive, and skilled at navigating complex stakeholder landscapes. This position offers an annual salary up to $100,000 depending on location and experience. MetTel is an Equal Opportunity Employer committed to diversity and inclusion.