Sr. Implementation Manager, Business Sales

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Job Overview

Senior Implementation Management (IM) comprises a team of field-based experts responsible for seamlessly and efficiently transitioning Enterprise, Strategic, and Government customers to T-Mobile. The Senior IM aims to deliver a world-class onboarding experience that begins at the start of the sales cycle and concludes after the customer's purchase has been fully implemented and is in use. The primary responsibility of Senior IM is to own and execute end-to-end onboarding and implementation plans for new and existing products, services, and solutions. Senior IM ensures that customers not only transition from competitor products and services to T-Mobile but also guarantees a seamless experience for end users, with no impact on their business.

Job Responsibilities:

• 30% - Pre-Sale - Participate in pre-sale customer meetings, clearly articulating the value of T-Mobile implementation services and ease of switching to T-Mobile.
• Demonstrated history of pre-sale engagement at the appropriate times
• Demonstrated success in being engaged in pre-sale meetings and being able to remove the implementation concern from potential customers.
• Gain a deep knowledge of prospective customer’s business requirements and build an implementation plan within project management tool with customer that fits their needs.

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• 60% - Implementation - Own the customer on-boarding experience and execute a well-developed implementation plan (Internal Strategy, Planning & Discovery, Order Execution, Deployment, Project Completion & Handoff).
• Successfully lead and complete complex implementations, characterized by intricacies such as matrix management, multiple solutions within the project, multifaceted stakeholders, nuanced technical challenges, and the ability to navigate and overcome roadblocks.
• Engage with customers within organizational project management tool in a way that will result in the ability to measure CSAT scores both during and after project completion. Achieving highest level of organizational standards of excellence in both response rates and scores.
• Own the creation and delivery of complex implementation & deployment (on-boarding) plans, with timelines and milestones for transition. Documented clearly in project management tool aligned with organizational vision.
• Introduce, customize and build “self-help” tools (apps, collateral, welcome videos, etc.) that enable program administrators to effectively manage the on-boarding process and end-user requirements.
• Showing improvement in metrics that demonstrate a competency in understanding organizational vision. How those metric improvements happened and the impacts to the customers and overall TFB org as a whole.

• Post-Sale - 10% - Post-sale – Drive follow-up activities to ensure that T-Mobile has delivered on commitments during the implementation process and prior to transition to day in-life support resources.
• Follow documented process for in-life support and escalation paths, and follow-up with customer to ensure that T-Mobile has satisfactorily delivered on commitments.
• Achieve organizational excellence in scores related to “Project Completion & Handoff” as you begin to get to the end of your deployment plan and ensure the customer is armed for the next step in their customer journey.

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Education and Work Experience:

• High School Diploma/GED (Required)
• Bachelor's Degree Business, Analytics, Communications or similar (Preferred)
• 7-10 years Business experience including prior project management and/or customer account management in either customer service or sales. Required

Knowledge, Skills and Abilities:

• Organization & Time Management: Demonstrated strong organizational, detail oriented and time management skills with ability to manage highly complex and/or critical customer issues in a time-sensitive, high-pressure environment. (Required)
• Microsoft Suite: Proficiency in MS Office & other tools (Power Automate, Flow, etc.) (Required)
• Build Case Studies: Demonstrated history of creating case-studies that can be utilized as references to aid in acquiring future business. (Required)
• Customization of Onboarding Materials: Introduce & customize “self-help” tools (templates, collateral, welcome videos, flow charts, etc.) that enable program administrators to effectively manage the on-boarding process and end-user requirements (Required)
• Strategic Vision: Ability to translate company strategies into organizational initiatives/activities. (Required)
• Communication Strong verbal and written communication skills. Proven ability to effectively communicate with and interact with all layers and organizations both internal and external to T-Mobile. (Required)
• Problem Solving Demonstrated ability in problem-solving and analysis, identifies issues, analyzes information to assess root cause, improvement opportunities, and associated risk. Demonstrated ability to anticipate, mitigate, and resolve conflicts across workgroups. (Required)
• Building Relationships Builds effective relationships up, down, across, inside and outside of T-Mobile. Strong ability to influence others, regardless of role. (Required)
• Risk Assessment Strong track record in identification and mitigation of risk. (Required)
• Organization Demonstrated ability to build strong cross-functional partnerships and leverage internal and external stakeholders to move programs and projects through to completion. (Required)
• Project Management Superior 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)
• Systems & Tools: Demonstrated SME level knowledge of solutions, technologies and systems. Strong wireless knowledge, iOS, Android, MDM, SASE, ANS, cloud solutions, network slicing and other emerging technologies. (Required)
• Proven executive leadership presentation capabilities to both internal stakeholders and customers.
• Strong communication, presentation and interpersonal skills and ability to articulate T-Mobile’s Implementation value proposition.

Licenses and Certifications:

• CAPM: Certified Associate in Project Management (Preferred)
• Project Management Professional (PMP) Project Management Professional (Preferred)

• 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

Base Pay Range: $87,600 - $157,900

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier 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. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!

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.