Implementation Manager, Business Sales
T-Mobile Edina, Minnesota
manager sales mobile management life support education lead customer satisfaction project management team customer service manager billing
March 26, 2023
Be unstoppable with us! T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop! 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. * 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
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