Account Manager, Technical

About the role

Contribute to T-Mobile success by ensuring an outstanding Customer Experience. Utilizes expertise and leadership skills to direct team members and to resolve issues to ensure requirements are met. Communicates with end-users to provide timely and accurate information and status updates. Help streamline operations when customers have service impacting challenges that need specialized support to enhance the overall customer experience for assigned strategic business customers. Collaborates effectively with cross-functional business and technology development teams to solve problems and ensure customers have the best business solutions.

Responsibilities

• Maintain progress toward resolution of customer problems.
• Initiate measures to maintain progress toward resolution of impairment/outages such as ticket tracking, resource assignment, escalations, engaging higher tier engineers and scheduling meetings/conference calls if required.
• Review reporting data to identify performance trends and opportunities.
• Facilitate quality and customer satisfaction goals to ensure customer retention and uphold the T-Mobile brand by providing real time support.
• Analyze process flow and application of tools to identify and implement improvements that promote a painless customer experience.
• Acquire the right resources to apply toward resolution of sensitive or chronic troubles.
• Minimize and contain escalations by demonstrating helpful customer interactions and follow-up skills.
• Provide timely feedback to the management team on customer trends, issues and needs.

Requirements

• High School Diploma/GED
• 2-4 years - Managing Technical Projects
• Less than 2 years - Reporting Experience

Qualifications

• Business Planning
• Effective matrix management skills to influence/escalate for commitments when engaging fix actions.
• Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time.
• Solid understanding of customer technologies and all Sprint products and services in order to understand and meet customer requirements.
• Extensive knowledge of T-Mobile products and services for effective customer management.
• Ability to interpret service performance for root cause analysis and corrective action.
• Strong communication skills, including strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive.
• Proficient in MS Office - specifically Excel, Word, Power Point, Visio.
• Ability to present information to all levels of management up to and including the Executive level for both internal and external customers.

Skills

• Task Management
• Product Knowledge
• Root Cause Analysis
• Communication
• MS Office Suite Proficiency
• Presentation Skills

Benefits

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!

Pay

Total Target Cash Earnings Opportunity: $68,860 - $124,190
National Base Pay Range: $62,600 - $112,900

Schedule

Travel Required: Yes

Benefits

To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Equal Opportunity Employer

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, genetic information, 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 Development

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!