Client Service Implementation Manager

Job Title: Client Service Implementation Manager – HCC Hosted Cloud Connect 

Position Summary 

The Client Service Implementation Manager (CSIM) plays a critical role in onboarding and implementing TNS Communications Market products and services, specifically supporting the HCC Hosted Cloud Connect offering Voice Telecommunications. This role ensures seamless service delivery by coordinating technical implementation, managing service transitions, and supporting continuous improvement initiatives across the client lifecycle.  

Key Responsibilities 

Service Implementation 

• Execute technical implementations of communications products and services as prioritized by the Product and Communications Market teams. 

• Customize integration strategies to meet client-specific business objectives and ensure reliable service delivery. 

• Engage directly with customers to guide them through solution design decisions and interdependencies, accelerating revenue realization and enhancing satisfaction. 

• Develop and manage project plans to ensure timely and budget-conscious delivery of all implementation phases. 

• Resolve client issues by adapting existing approaches and leveraging available information. 

• Maintain regular communication with clients through meetings and status updates to ensure clarity and alignment throughout the project lifecycle. 

• Ensure successful project completion and transition clients to post-implementation support programs. 

• Document time worked and deliverables accurately to support billing and revenue recognition. 

Service Transition 

• Support the transition of new or modified services from development/testing into live production environments. 

• Collaborate with Sales Engineers, Sales, CSMs and technical teams to align transition activities with business goals. 

• Provide support during development, testing, and deployment phases to address transition-related dependencies. 

• Identify and mitigate risks associated with service transitions. 

• Facilitate post-implementation reviews and document lessons learned for future enhancements. 

• Maintain comprehensive documentation of transition plans and procedures to support audits and knowledge sharing. 

• Assist Client Success Managers (CSMs) with technical support, including documentation, feature updates, and customer communications. 

• For this role, we anticipate paying $113,000K-$137,000K annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

Qualifications 

• 5+ years of experience in hosted voice, Cloud integration, or VoIP service delivery. Strong project coordination and customer engagement skills. 

• Familiarity with service transition frameworks and SLA compliance. 

• Ability to troubleshoot and resolve client issues with limited information. 

• Excellent written and verbal communication skills. 

• Proficiency in documentation and time tracking for billing purposes. 

• Strong background in Telecom, Ribbon, LERG, telecom hardware, protocols, and technologies. 

• Familiarity with PBX, SBC, and VoIP vendor interoperability (e.g., Cisco, Mitel, Avaya).  

• Bachelor's degree in computer science, Telecommunications, or related field (or equivalent practical experience).