Implementation Manager, Business Sales REQ230647

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Job Overview
Key responsibilities of the Implementation Manager role will be to develop, deliver and manage implementation program plans including transition management, customer education on wireless service and equipment, billing options and other T-Mobile capabilities.
Provide customers with regular status updates during the assigned implementation period through use of tracking tools and by facilitating weekly/monthly customer transition calls to keep customers informed of all changes and requests.
Lead/Manage device programming and kitting process in the cost effective manner possible. This includes application loading, custom configuration, operational testing, MDM software client download, packaging and shipping.
Interface with client's designated Program Administrator to provide service solutions that meet customer needs in all core Implementation (and support) competencies: Implementation, billing and expense management, customer education on service and equipment, collections, technical troubleshooting, etc.
Introduce and engage in-life support resources to ensure 100% customer satisfaction.
Create and deliver customer-specific training for end-users and key customer personnel to ensure most effective implementation possible.
Balance face-to-face customer interaction with work in T-Mobile's facilities.

Job Responsibilities:

• PRE-SALE - Participate in pre-sale customers meetings while articulating the value of T-Mobile implementation services and ease of switching to T-Mobile.
  Assist in acquiring new customers by participating in a predetermined number pre-sale customer meetings, while delivering presentations on custom implementation services.
  Gain a deep knowledge of prospective customer's business requirements and build a migration plan that fits the customer's needs.
• IMPLEMENTATION - Own the customer on-boarding and migration experience and execute of a well-developed implementation plan (Plan, Stage, Deploy, Inspect, Transition).
  Successfully lead and complete a minimum amount of implementations based on size and scope of opportunities and complexity of deployments.
  Own the creation and delivery of complex implementation & deployment (on-boarding) plans, with timelines and milestones for transition.
  Introduce "self-help" tools (apps, collateral, welcome videos, etc.) that enable program administrators to effectively manage the on-boarding process and end-user requirements.
  Administer Telecom Manager and end-user surveys that will measure customer satisfaction with the over-all on-boarding process. (Min. of 50% survey response rate and 4.0 in customer satisfaction scores).
  Create a minimum of two case-studies per quarter that can be utilized as references to aid in acquiring future business.
  Assist in identifying revenue growth opportunities within T-Mobile For Business accounts during the on-boarding process.
• POST-SALE - Drive follow-up activities to ensure that T-Mobile has delivered on commitments during the migration process and prior to transition to in-life support resources.
  Establish documented process for in-life support and escalation paths, and follow-up with customer to ensure that T-Mobile has satisfactorily delivered on commitments.
  Conduct a minimum of three follow-up customer "touches" within 90 days of implementation completion.
  Ensure effective and seamless customer transition to in-life support.

Education:

• High School Diploma/GED (Required)
• Bachelor's Degree (Preferred)

Work Experience:

• 4-7 years Business experience including prior project management and/or customer account management in either customer service or sales. (Required)
• Telecommunications experience. (Preferred)

Knowledge, Skills and Abilities:

• Project Management Superior program and project management skills and ability to organize and lead all facets of a project/team (including building detailed and complex end to end project plans). (Required)
• Communication Demonstrated communication, presentation and interpersonal skills and ability to articulate T-Mobile's Implementation value proposition. (Required)
• Wireless Technologies Demonstrated (SME) knowledge of solutions, technologies and operating systems (General wireless knowledge, Sync-Up, iOS, Android, MDM, etc.). (Required)
• MS Office Suite Demonstrated proficiency in T-Mobile systems, processes, policies, etc. (including Excel and PowerPoint). (Required)
• Organization Strong organizational and time management skills with ability to manage highly complex and/or critical customer issues in a time-sensitive, high-pressure environment. (Required)
• Program Management Ability to build strong cross-functional partnerships and leverage internal and external resources in order to move programs and projects thru completion. (Required)

Licenses and Certifications:

* At least 18 years of age
* Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):Yes

DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

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T-Mobile doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward.

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T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.