At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

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 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 or monthly customer transition calls to keep customers informed of all changes and requests. Lead or manage device programming and kitting process in the most cost-effective manner possible. This includes application loading, custom configuration, operational testing, MDM software client download, packaging, and shipping. Interface with the client’s designated Program Administrator to provide service solutions that meet customer needs in all core Implementation and support competencies, including implementation and expense management, customer education on service and equipment and technical troubleshooting. 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 the most effective implementation possible. Balance face-to-face customer interaction with work in T-Mobile facilities.

Job Responsibilities:

PRE-SALE

Participate in pre-sale customer meetings to support new customer acquisition by articulating the value of T-Mobile implementation services, highlighting the ease of switching, and delivering tailored presentations on custom implementation solutions.Gain a deep knowledge of prospective customer business requirements and build a tailored migration plan that fits the customer needs.

IMPLEMENTATION

Own the customer onboarding and migration experience by creating, executing, and delivering comprehensive implementation and deployment plans (Plan, Stage, Deploy, Inspect, Transition) with defined timelines, milestones, and transition objectives.Successfully lead and complete a minimum number of implementations based on size and scope of opportunities and complexity of deployments.Attend regular projects delivery reviews and work to manage risks/escalations to timely deliveryCreate and present regular internal and client facing executive-level project reports with high quality and accuracy.Facilitate the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders, and conduct project status review meetings among internal and external stakeholders through project execution.Administer Telecom Manager and end-user surveys that will measure customer satisfaction with the overall on-boarding process, targeting at least a 50% response rate and a 4.0 customer satisfaction score. Create a minimum of two case studies per quarter that can be used 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

Lead follow-up activities to ensure that T-Mobile has delivered on commitments during the migration process and before transition to in-life support resources.Define and document processes for in-life support, including clear escalation paths, and validate with customers that commitments have been met.Conduct a minimum of three follow-up customer touches within 90 days of implementation completion.

Education and Work Experience

High School Diploma or GED required.Bachelor’s Degree preferred.4 to 7 years of business experience including prior project management and or customer account management in either customer service or sales required.Telecommunications experience preferred.Experience working in matrixed teams and proven ability to communicate effectively and build rapport with team members and customers.

Knowledge, Skills and Abilities

Project Management. Superior program and project management skills and ability to organize and lead all facets of a project or 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 implementation value proposition. Required.Wireless Technologies. Demonstrated SME knowledge of solutions, technologies and operating systems, including general wireless knowledge, Sync-Up, iOS, Android, MDM. Required.MS Office Suite. Demonstrated proficiency in T-Mobile systems, processes, policies, including Excel and PowerPoint. Required.Organization. Strong organizational and time management skills with ability to manage highly complex 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 through completion. Required.

At least 18 years of ageLegally 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: $72,300 - $130,400

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, https://paylookup.t-mobile.com/paylookup?reqID=REQ330693&paradox=1

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records.