Description
About AppDirect
Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.
About You
The Account Support Services Client Implementation Manager (CIM) plays a key role in managing the successful implementation of telecommunications and technology solutions for AppDirect clients.
This position is responsible for owning the client implementation experience from order submission through installation and completion. The Client Implementation Manager will coordinate across clients, sales teams, service providers, and internal teams to ensure orders remain on track, technical requirements are understood, risks are identified early, and issues are driven through resolution.
What You Will Do and How You'll Have an Impact
- Serve as the primary implementation contact for Enterprise and SMB clients throughout the order and installation lifecycle.
- Manage multiple client implementations simultaneously, ensuring milestones, deliverables, dependencies, and timelines remain on track.
- Lead client implementation calls and provide clear, proactive status updates on open orders, risks, technical requirements, and next steps.
- Coordinate directly with telecommunications providers, carriers, vendors, sales teams, and internal technical resources.
- Track and manage orders using internal systems and tools while maintaining accurate and timely documentation.
- Review order requirements and technical details to identify potential issues before they impact implementation timelines.
- Proactively manage provider deliverables and follow up on missed milestones, installation dates, technical dependencies, and other implementation risks.
- Serve as the first point of escalation for implementation-related client concerns, provider delays, and technical or operational issues.
- Troubleshoot and coordinate resolution of issues involving installations, provisioning, billing, contracts, equipment, and service activation.
- Partner closely with Sales on complex telecommunications opportunities and implementations.
- Advocate for the client while balancing provider requirements, internal processes, and business objectives.
- Maintain compliance with established implementation processes, documentation standards, and internal procedures.
- Participate in ongoing telecommunications, product, provider, and technical training.
- Perform additional responsibilities as assigned by leadership.
What you'll need:
- Bachelor's degree from an accredited four-year university preferred, or equivalent relevant professional experience.
- Minimum of 3 years of experience in telecommunications, technology implementation, client implementation, service delivery, or a similar role.
- Demonstrated experience working with multiple telecommunications products and technologies, such as DIA, broadband, fiber, Ethernet, MPLS, SD-WAN, voice/UCaaS, mobility, managed network services, or related solutions.
- Experience working with multiple telecommunications carriers and service providers and managing provider-specific ordering, provisioning, installation, and escalation processes.
- Strong technical aptitude with the ability to understand telecommunications terminology, network requirements, service configurations, order details, and implementation dependencies.
- Experience managing multiple client orders or implementations through the full lifecycle, from order submission through installation, activation, and completion.
- Experience working directly with clients in a professional, client-facing environment.
At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.
At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice
At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting privacy@appdirect.com.
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