Implementation Manager

About the role

As a Software Implementation Manager at MetTel, you will play a critical role in shaping each customer's journey from day one. You will manage end-to-end onboarding and implementation projects from kickoff through successful transition to New Client Services (NCS), ensuring a seamless transition from sales to operational success.

Responsibilities

• 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.
• 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.
• 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.
• 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, Customer Success, New Client Services, and technical teams to deliver a seamless customer experience.
• Maintain accountability for project outcomes, adoption metrics, and successful customer transitions.

Qualifications

• 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.
• Able 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.

Keywords: Implementation Manager, Implementation Specialist, Professional Services, Customer Success, SAAS, Project Manager, Jobs Near Me, Bell Works, MetTel, Software Implementation, Engagement Manager, Customer Engagement, Senior Implementation Manager, Client Implementation, Customer Onboarding, Google Jobs, #ImplementationManager, #ImplementationSpecialist, #ProfessionalServices, #CustomerSuccess, #SAAS, #ProjectManager, #JobsNearMe, #BellWorks, #MetTel, #SoftwareImplementation, #EngagementManager, #CustomerEngagement, #SeniorImplementationManager, #ClientImplementation, #CustomerOnboarding, #GoogleJobs

MetTel is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. To learn more about our company visit us at www.mettel.net