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AppDirect is a subscription commerce platform enabling organizations to sell products through any channel on any device. The Client Implementation Manager (CIM) serves as the primary point of contact for managing successful implementation of telecommunications and technology solutions for enterprise and SMB clients.
You will own the complete client implementation experience from order submission through installation and completion. This role requires coordinating across multiple stakeholders—clients, sales teams, telecommunications carriers, service providers, and internal technical teams—to ensure implementations stay on track, technical requirements are clearly understood, risks are identified early, and issues are resolved promptly.
Key responsibilities include:
- Serving as the primary implementation contact throughout the order and installation lifecycle
- Managing multiple simultaneous client implementations, tracking milestones, deliverables, dependencies, and timelines
- Leading implementation calls and providing proactive status updates on orders, risks, technical requirements, and next steps
- Coordinating directly with telecom providers, carriers, vendors, sales, and internal technical resources
- Reviewing order requirements and technical details to identify potential issues before they impact timelines
- Proactively managing provider deliverables and following up on missed milestones and installation dates
- Serving as first point of escalation for implementation concerns, provider delays, and technical issues
- Troubleshooting and coordinating resolution of issues involving installations, provisioning, billing, contracts, equipment, and service activation
- Partnering with sales on complex telecommunications opportunities
- Advocating for clients while balancing provider requirements and business objectives
- Maintaining compliance with implementation processes, documentation standards, and internal procedures
- Participating in ongoing telecommunications, product, provider, and technical training
You will need a bachelor's degree from an accredited university (or equivalent professional experience) and a minimum of 3 years in telecommunications, technology implementation, client implementation, or service delivery. Strong technical aptitude is essential—you should understand telecommunications terminology, network requirements, service configurations, and implementation dependencies. Experience with multiple telecom products (DIA, broadband, fiber, Ethernet, MPLS, SD-WAN, voice/UCaaS, mobility, managed network services) and carriers is required. You must have managed multiple client orders through full lifecycle implementation and worked directly with clients in professional environments.
