Sr. Partner Account Operations Manager - Wholesale

T-Mobile Bellevue , WA 98009

Posted 2 months ago

The overall objective of the Operation Team is to ensure established MVNO/M2M partnerships are successful and sustainable. The Senior Partner Account Manager plays an integral role in the development of exciting new partnerships and maintenance of existing ones. This role is responsible for end-to-end support of medium to large accounts (>$100M/year in revenue).The Senior Partner Account Manager will be responsible to manage all aspects of the operational activities for these partners ensuring that rate plans, platform functionalities, contracts and customer growth are in line with the department revenue targets and financial obligations. The Incumbents are responsible for all analysis, and planning of any change and any issues that impact an MVNO. They are responsible for documenting the issues in financial or customer impact terms, brainstorming with the technology teams to develop solutions to the problems and gathering the required approvals and funding for implementation. The Senior Account Manager will be called upon to provide health of an account to executive committees on a regular basis. They will provide subject matter expertise on the operation model, business practices, KPIs, and system architecture to the partners in pre-sales environment to help secure these accounts. These meetings are often held with C level employees of companies generating $500M and above in revenue. To be successful in this role, the Senior Partner Account Manager must be NT and IT savvy. The role requires the translation of system logics into a customer experience impact to drive solutions and set expectations of partners. The Senior Partner Account may be required to lead APIs related training session and workflow troubleshooting with Partners.As America's Un-carrier, T-Mobile USA, 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 USA. Inc. provides services through its subsidiaries and operates its flagship brands, T-Mobile and Metro by T-Mobile. For more information, please visit http://www.t-mobile.com8+ years of relevant work experience with at least: 5+ years' experience leading cross-functional teams in the implementation of services, products or process improvement OR 5+ years operations experience supporting systems, networks, and/or accounts

  • 5+ years telecommunications industry experience with a wireless communications provider

  • Must have experience in developing and driving adherence to KPIs and/or Service levels

  • Understanding of IT systems and operations, including billing, mediations, and middleware

  • Proficiency in analyzing, developing and implementing operational KPIs and financial analysis

  • Strong interpersonal skills with highly developed organizational skills

  • Ability to communicate and build strong relationships across many lines of business at all levels internally and externally with demonstrated presentation skills and experience

  • Competency in SQL and Microsoft Office tools

  • High School Diploma/GED

  • MIS, Engineering, or related field

Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

  • Work cross-functionally with T-Mobile's supporting departments and champion the resolution of day-to-day operational issues.- Solve complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide partner support excellence.- Ensure that partner and operations pain points are clearly articulated, and detailed customer experience scenario/use cases have been documented to right fit the solutions to be implemented.
  • Lead Operations trade off decisions.

  • Ensures that corresponding risks have been identified and evaluated and solutions are properly selected.- Contributes in departmental strategy and the development of the roadmap including represent needs at leadership meetings

  • Monitor, report and present operational performance as it relates to service objectives for assigned MVNO Partners.- Develop Key Performance indicators for specific accounts to proactively identify issues.
  • Collaborate with cross-functional partners to mitigate issues and risks by planning/implementing solutions

  • Partner with the Product development team to identify service or performance gap contributing to poor performance or/and to improve performance of the relationship

  • Presents executive summaries of account health to Senior level leaders within the corporate environment

  • Work with T-Mobile's legal counsel and Business Development to ensure operational feasibility of reseller agreements and provide feedback on operational business terms.- Actively participate in contractual terms definition and setting for Partner support and invoicing- Serves as SME for the Legal and Business teams in terms of capabilities of the operational support model

  • Take the lead in promoting T-Mobile MVNO Operation support model within T-Mobile and for new partners. Present the Operations support model to partners in pre-sales meeting with C level executives.- Lead engagement model of the relationship in regards to operation support, setting support expectations with partners and internal teams.- Develop training material for the Partners- Leads troubleshooting and work flow mapping with Partners- Partner with the Business Development and Product Development teams to ensure e smooth on-boarding of partner (which could include developing and executing test plans)

  • Develop operational processes and procedures to aid in troubleshooting, reporting, monitoring of partner issues.- Oversee teams and/or manage the execution of creating business process mapping and documentation, job aids and other instructional documentations- Define MVNO Support Model for internal and external teams (vendors and Partner) - Develop testing and other validation steps at On-boarding to ensure smooth transition of support from project to operation.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Partner/Channel Marketing Manager Microsoft Partner Network (Mpn)

Microsoft Corporation

Posted 4 days ago

VIEW JOBS 10/11/2019 12:00:00 AM 2020-01-09T00:00 Do you like growing communities and have strong marketing communications skills? Do you want to help Microsoft partners grow their businesses through Microsoft's official partner programs? Do you have a depth of experience in marketing and business strategy? The US Partner Strategy & Programs team is looking for a strong marketing professional to the lead the Microsoft Partner Network (MPN) program for the US One Commercial Partner (OCP) organization. The US MPN lead has the opportunity to make a significant business impact by: recruiting new US partners into the MPN program, driving membership retention, driving clarity on the program and benefits with partners, and creating community for those partners in the MPN program. This is a critical role that incorporates business strategy and planning, communications, community management and execution. You will use business acumen and a strong partner focus to balance the needs of partners and Microsoft. The successful candidate will be expected to think and act both strategically and tactically. We are looking for someone who can develop an understanding of the broader partner channel, and communicate the value of partnering with Microsoft to a large audience. If you are strategic marketer, excited about growing Microsoft's strong partner channel, resourceful, team oriented, and have an ability to work independently under time constraints to meet deadlines – this is the role for you! This position has a high level of visibility, and drives partner retention and recruit, landing of the MPN value proposition, and health of the US partner ecosystem. A strong candidate for this role can draw data-driven insights from various datasets to develop and land strategic go-to-market campaigns. You will need to be an excellent collaborator and be able to communicate clearly and compellingly at all levels and across functional areas. * Bachelor's degree in marketing, communications, business administration or equivalent work experience. MBA preferred. * Effective communicator; ability to translate a broad, complex program to various internal and external stakeholders, including company leadership * Experience developing and deploying marketing campaigns based on strategic insights at scale * Solid project management skills and strengths in managing multiple projects/deadlines; comfortable with ambiguity and working in fast-paced environments * Experience with streamlining processes and executing change management tactics desired * Experience working in the channel is desired but not required Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. The Partner/Channel Marketing Manager (US MPN Lead), is accountable for the following commitments: * Act as the MPN SME and land the program with the US partner ecosystem and OCP field by educating these audiences on the program value proposition, details and benefits * Retain and grow the US Microsoft partner ecosystem through various scaled marketing campaigns, including email, blog, tele, and other marketing engines * Lead internal and external readiness * Execute program change management at scale * Develop community amongst MPN partners and lead the community To be effective in this role, the candidate must be able to demonstrate success and aptitude against the following competencies: * Marketing strategy and execution – experience communicating value proposition and creating and/or curating related content * Data-driven thinker – ability to translate data into actionable insights and scalable go-to-market strategies * Strong Communication Skills - effective executive written and verbal communication skills; comfortable with presenting to large internal and external audiences * Cross-group collaboration – ability to collaborate across both the US and Worldwide OCP organizations * Business leadership - Understanding of business priorities and how marketing can enable business results in a sales organization Microsoft Corporation Bellevue WA

Sr. Partner Account Operations Manager - Wholesale

T-Mobile