Implementation Manager

Location: Holmdel

Met Tel is a global communications solutions provider with the most complete suite of fully managed services that focus on secure connectivity, and network and mobility services. We simplify communications and networking for business and government agencies. Our customers include many of the Fortune 500, and Gartner recognizes us as an industry leader. We have the broadest portfolio of technology and integrated partnerships, as well as our private network, which we use to create tailored solutions design, deployment, and ongoing management, driving cost savings, efficiency, innovation, and the ability to focus on core objectives.

We believe that each team member is a key to the success and sustainability of the group. In order to achieve this, we offer an environment where all professionals can grow and develop their skills and competencies, collaborate with diverse professionals, share knowledge and enjoy a rewarding career. Software Implementation Manager At Met Tel, 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 Met Tel'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 Met Tel'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, 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 Required Bachelor's degree required. 5+ years of experience in software implementation, project management, customer success, professional services, management consulting, or a related…