Sr. Implementation Manager, Business Sales SEGA

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This person will support our SEGA vertical- Strategic, Enterprise & Government Accounts
Position Overview:
We are looking for a dynamic and experienced Senior Implementation Manager to lead high-impact projects, drive process innovation, and manage complex integration tasks. This role is crucial for ensuring project success through strategic planning, project management expertise, and exemplary leadership across cross-functional teams. The ideal candidate will excel in communication, stakeholder management, and have a proven track record in project execution and process improvement.
Job Overview
The Senior Implementation Manager (Sr. IM) is a field-based project management expert responsible for seamlessly and efficiently transitioning customers from all sales segments to T-Mobile's suite of solutions. The Sr. 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 the Sr. IM is to own and execute end-to-end onboarding and implementation plans for new and existing products, services, and solutions. The Sr. 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 zero negative impact to their business.

Job Responsibilities:

Project Leadership:

• Develop and manage customized project plans that align with customer requirements and company objectives.
• Oversee the entire project lifecycle, from initiation through to closure, ensuring timely delivery and customer satisfaction.
• Update project statuses in real-time, manage risks, and mitigating issues proactively.

Project Management Expertise:

• Demonstrate deep knowledge of project management methodologies, tools, and best practices.
• Apply project management skills to troubleshoot and resolve project-specific challenges, optimizing project outcomes.
• Utilize expertise in project scheduling, resource allocation, and scope management to drive project success.

Project Team Leadership:

• Lead project teams without formal management authority, coordinating and directing cross-functional project resources.
• Foster collaboration among team members, ensuring project goals are clearly articulated, thoroughly understood, and effectively executed.
• Guide project team dynamics, facilitating decision-making and problem-solving without direct supervisory responsibilities.

Communication and Stakeholder Management:

• Deliver clear, concise updates and executive-level summaries to stakeholders, ensuring alignment and informed decision-making at all levels.

• Build and maintain strong relationships with cross-functional teams, internally, with partners and with clients.
• Conduct regular status meetings, project reviews, and deliver proactive updates to executives. (Including but not limited to: Project Health dashboards, KPIs, Strategic Insights & Action Items/Decisions Needed)

Process Improvement:

• Identify opportunities for process optimization, implement best practices, and streamline workflows for efficiency.
• Develop and document process improvement guidelines utilizing project management methodologies to better standardize operations for complex projects

Documentation and Process Creation:

• Develop essential project documentation, including detailed project workflows created in project management tools.

• Innovate by creating processes and templates that enhance team productivity and project delivery.

Evidence of Execution:

• Demonstrate a history of proactive leadership, successful project management, and tangible process enhancements.
• Showcase examples where complex projects were managed using established methodologies.

Main Responsibilities: Pre-Sale (50%):

• Engage with customers early in the sales process, articulating the value of T-Mobile implementation services and addressing switching objections.
• Leverage executive presentation and communication skills to meet client needs, gaining deep knowledge of their business requirements to build implementation plans.

Implementation (40%):

• Lead and complete complex implementations involving matrix management, multiple solutions, diverse stakeholders, and technical challenges.
• Deliver RACI documents, customer-facing playbooks, detailed project plans, risk mitigation, test plans, and executive updates.

Post-Sale (10%):

• Ensure T-Mobile delivers on commitments, focusing on achieving world-class CSAT scores in 'Project Completion & Handoff'.
• Facilitate effective customer transition to day 2 support.

Qualifications:
 

Education:

• Bachelor’s Degree in Business, Analytics, Communications or similar (preferred).
• High School Diploma/GED (required).

Experience:

• 8+ years in project management, implementation, or similar roles, with significant leadership experience.
• 7+ years of business experience including prior project management and/or customer account management in customer service or sales (required).

Skills:

• Mastery of project management methodologies (Agile, Waterfall) and tools.
• Exceptional organizational skills with the ability to manage multiple high-priority tasks.
• Strong leadership capabilities in a project environment, influencing without authority.
• Excellent verbal and written communication, adept at executive-level interactions.
• Technical proficiency in project management practices and problem-solving.
• Ability to work under pressure, meet tight deadlines, and adapt communication for diverse audiences.
• Demonstrated strong organizational, detail-oriented, and time management skills.
• Proficiency in MS Office & other tools (Power Automate, Flow, etc.).
• History of creating case studies for future business acquisition.
• Customization of onboarding materials like self-help tools, templates, and playbooks.
• Strategic vision to translate company strategies into initiatives.
• Problem-solving and analysis for root cause and conflict resolution.
• Building effective relationships and influencing across organizations.
• Risk assessment and mitigation capabilities.
• SME level knowledge of solutions, technologies, systems, particularly wireless, iOS, Android, MDM, SASE, ANS, cloud solutions, network slicing, and emerging technologies.
• Process design and improvement to streamline onboarding experiences.

Certifications: (One or more of the following is highly desirable)

• Project Management Professional (PMP) (preferred).
• Certified Associate in Project Management (CAPM) (preferred).
• Agile Certified Practitioner (PMI-ACP) (preferred).
• Certified ScrumMaster (CSM) (preferred).

ADDITIONAL GENERAL OR PHYSICAL REQUIREMENTS:
 

Work Setting: Office environment with travel requirements.

Physical Requirements:

• Seldom stationary standing and moving around the work location.
• Occasional sitting, reaching, and fine manipulation (keyboarding).
• Never or seldom involves lifting or carrying more than 5 lbs.

Working Conditions:

• Seldom exposure to noise, driving, or variable temperatures/weather.

General Work Attendance Statement: Regular and consistent attendance as scheduled is required.

• At least 18 years of age
• Legally authorized to work in the United States
Travel:
Travel Required (Yes/No):Yes 25% frequency, domestic, overnight travel, valid Driver's License needed with x3 years of uninterrupted service.
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, https://paylookup.t-mobile.com/paylookup?reqID=REQ307370¶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.
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