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.
What you'll do in your role.
Hybrid (in office 2-3 days/week)
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 of 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 number 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.
The experience you'll bring.
Bachelor's Degree
Telecommunications Experience.
4-7 Years: Business Experience Including Prior Project Management and/or Customer Account Management In Either Customer Service Or Sales.
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).
Communication: Demonstrated Communication, Presentation And Interpersonal Skills And Ability To Articulate T-Mobile's Implementation Value Proposition.
Wireless Technologies: Demonstrated (SME) Knowledge Of Solutions, Technologies And Operating Systems (General Wireless Knowledge, Sync-Up, iOS, Android, MDM, Etc.).
MS Office Suite: Demonstrated Proficiency In T-Mobile Systems, Processes, Policies, Etc. (Including Excel And PowerPoint).
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.
Program Management: Ability To Build Strong Cross-Functional Partnerships And Leverage Internal And External Resources In Order To Move Programs And Projects Thru Completion.
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
A valid license, a clean driving record, and proof of insurance at your own cost is required
T-Mobile requires all employees in this position to be fully vaccinated for COVID-19 prior to starting work, unless precluded from doing so by applicable law. The CDC currently defines -fully vaccinated- as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. T-Mobile will require proof of vaccination prior to successful applicant's first day of work, and will consider requests for exemption from this requirement during the offer phase (1) as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause T-Mobile undue hardship or pose a direct threat to the health and safety of others, or (2) for other reasons under applicable law.
Position details
Req ID: 193608BR
Department: Business Sales
Travel Required: No
