Senior IT Manager overseeing key technology initiatives at Thermo Fisher Scientific. Collaborating with global teams to enhance customer success through IT innovations.
About the role
- Sr Manager overseeing customer intake and success management for T-Mobile's enterprise client. Leading cross-functional teams to ensure operational rigor and compliance under peak-event conditions.
Responsibilities
- Lead and manage the GTM business relationship with the customers Sr leaders on a day-to-day basis.
- Responsible for the Customer Sales Success Intake team supporting the customer, including performance management, coaching, and capability development
- Establish and own the end-to-end intake strategy for the customer and partners
- Ensure consistent, high-quality customer engagement and escalation management for high-visibility stakeholders
- Align intake execution with T-Mobile for Business commercial objectives, contractual commitments, compliance requirements, and operational capacity.
- Serve as the primary cross-functional coordination lead across Sales, Operations, Finance, Legal, Program Management, and external partners to drive timely delivery.
- Establish governance, metrics, and dashboards to track intake volume, service performance, readiness, and delivery outcomes; provide executive-ready reporting.
- Oversee billing accuracy, account governance, and reporting tied to the customers activity & establish metrics and dashboards to track intake performance, service delivery, and operational readiness
Requirements
- Bachelor's Degree Business Management, Engineering, Finance and Corporate Strategy (Required)
- 2-4 years 3 years of related experience, or an advanced degree with 1 year of related experience, or an equivalent combination.
- Experience in customer success leadership, operational discipline, and strategic thinking, with the credibility to represent T-Mobile for Business to customers’ executive stakeholders. (Required)
- Build / Lead Intake Management Function: Experience standing up and operating an end-to-end intake model (capture, triage, prioritization, fulfillment) for complex, high-volume requests. (Required)
- Enterprise Customer Success: Experience managing high-visibility enterprise stakeholders, delivering a premium service experience, and owning escalations through resolution. (Required)
- Cross-Functional Execution Leadership: Proven ability to drive outcomes across Sales, Operations, Finance, Legal, Program Management, and partners using governance, influence, and clear accountability. (Required)
- Risk, Dependency & Capacity Management: Demonstrated experience identifying delivery risks and cross-team dependencies early, managing capacity constraints, and driving mitigation plans to closure. (Required)
- Executive Level Communication: Experience preparing executive-ready updates and building reporting that provides visibility into volume, performance, risks, and readiness. (Required)
- People Leadership: Experience hiring, coaching, and performance-managing teams; establishing service discipline and building capability in a fast-moving environment. (Required)
- Financial & Billing Governance: Experience ensuring intake decisions translate into accurate billing, tracking, and reporting; comfortable partnering with Finance on controls and revenue integrity. (Required)
- At least 18 years of age
- Legally authorized to work in the United States
Benefits
- medical, dental and vision insurance
- flexible spending account
- 401(k)
- employee stock grants
- employee stock purchase plan
- paid time off
- up to 12 paid holidays
- 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
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
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