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Manager, Implementation - Business Sales, Nashville, TN


Job Description:

The Manager, Implementation will lead a team of Implementation Specialists (I.S.) who are responsible for making T-Mobile For Business (TFB) small business customer's (1-25 lines) transition to T-Mobile seamless and efficient.  The Manager, Implementation primary responsibility is to ensure that T-Mobile meets all commitments and requirements during the migration and/or on-boarding process.  The Manager, Implementation must poses superior leadership skills and is required to have a steep knowledge in new and existing T-Mobile products, services and solutions and a broad understanding of how employees at small businesses use them for work productivity purposes across a wide range of industries.   The I.S. team will take a proactive approach to ensuring that customers are transitioned from competitor products and services to T-Mobile in a way that enables growth and retention of new and existing high-value.

Responsibilities:

  • Lead a centralized team of Implementation Specialists with a core focus on providing TFB customers with a best-in-class migration experience to the T-Mobile family/network.
  • Develop working relationships with key senior-level (Director. & Sr Managers) contacts within TFB, for the purpose of aligning the I.S. team's objectives with those of Inside Sales and Direct Sales regions.
  • Take lead role in creating, implementing and measuring team performance objectives, team metrics, KPIs, compensation plans, training curriculum, individual development plans, etc.
  • Staff, lead and develop a high-caliber team through regular coaching and performance evaluation. 
  • Manage the daily activities of Implementation Specialist team, including the creation and management of daily/weekly/monthly 5X5 (set five, run five meetings) calendars and ensure that each I.S. leads a minimum of three customer appointments within 30 days of initial order.
  • Establish and maintain specific performance expectations to measure results and provide metrics analysis and reporting on trends and activities needed to meet over-all team objectives.
  • Collaborate and align with cross-functional leaders, in order to develop and execute on strategic account and on-boarding plans that align closely to the over-all TFB strategy.
  • Develop and execute on implementation strategies to ensure 100% customer satisfaction during and after the implementation process.
  • Continually evaluate the customer on-boarding and implementation experience to ensure that the I.S. team positively contributes to:  increased sales rep. selling time, expedited implementation timelines, increased post-implementation activations,  fewer calls to care, higher customer satisfaction, and higher likelihood to recommend.  
  • Ensure that the I.S. team is well versed in project and funnel management, and is educated on TFB devices, process, tools and solutions.
  • Establish and maintain customer relationships at multiple levels within the organization to align with their short and long-term goals and objectives. 
  • Ensure the delivery and maintenance of Implementation customer satisfaction surveys that measures effectiveness of the implementation (on-boarding) process.
  • Act as the liaison to Business Sales Operations, Care, and Sales for all implementation issues, opportunities and escalations.
  • Strategize with Care and Operations leadership to maximize the strengths of existing resources to deliver the greatest positive customer impact during the implementation process.
  • Maintain Implementation documents, calendars, surveys, customer implementation documents.


Qualifications:

  • Successful and proven track record of building and leading high-quality, high-impact teams.
  • Superior communication, presentation and interpersonal skills and ability to articulate T-Mobile's Implementation value proposition.
  • Demonstrated ability to project plan through execution of a new support model.
  • Track record of excellence in operations management:  including process improvement & workflow analysis, staffing models, service level agreements and implementation plans.
  • Should remain attuned to related market trends and general developments within customer's industry, as well as within the Wireless industry.
  • Demonstrated proficiency of salesforce.com utilization, in order to perform funnel and lifecycle management, customer research, identify customer contact requirements.
  • Demonstrated (SME) knowledge of solutions, technologies and operating systems (general wireless knowledge, iOS, Android, SyncUp Fleet, OEM hardware) in order to ensure effective set-up and/or transfer of key business apps.
  • Knowledge of TMO rate plans, features, and self-help tools to enable customers to manager their product and service solutions.
  • Demonstrated proficiency in T-Mobile systems, processes, policies, etc. (including Excel and PowerPoint). 
  • Exemplary organizational and time management skills with ability to manage multiple projects concurrently over time, in order to ensure completion of multiple virtual implementations that involve highly complex and/or critical customer issues in a time-sensitive, high-pressure environment).
  • Strong organizational and time management skills with ability to manage highly complex and/or critical customer issues.
  • Proficient in Windows-based software programs (ie. Word, Excel, and PowerPoint.)
  • Valid driver's license and the ability to travel independently.
 
Education/Experience
 
  • Bachelor's degree in related discipline strongly preferred. 
  • Equivalent experience required.
  • Minimum of five years business experience including prior customer portfolio management in either customer service or sales.
  • Telecom background is preferred.
  • Minimum of three years people management experience preferred.  


Company Profile:

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com

EOE Statement:

We Take Equal Opportunity Seriously - By Choice

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, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

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  • Company: Sales Employer
    (view all jobs of this company)
  • Location: Nashville
  • State: TN
  • Category: Sales
  • Posted on: May-31-2019
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