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, 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:
◦ 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.
◦ 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.
◦ 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:
Work Experience:
Knowledge, Skills and Abilities:
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
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=REQ305873¶dox=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 [email protected] 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.
What We Do
T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint.
