Account Manager, Technical

About the role

T-Mobile is seeking a dedicated individual to contribute to our success by ensuring an outstanding Customer Experience. This role involves utilizing expertise and leadership skills to direct team members and resolve issues to meet customer requirements. The ideal candidate will communicate with end-users, provide timely and accurate information, and manage operations for strategic business customers.

Responsibilities

• Maintain progress toward resolution of customer problems
• Initiate measures to maintain progress toward resolution of impairment/outages
• Review reporting data to identify performance trends and opportunities
• Facilitate quality and customer satisfaction goals
• Provide real time support by analyzing process flow and application of tools
• Identify and implement improvements to enhance the customer experience
• 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
• Demonstrates 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
• Presentation

Benefits

At T-Mobile, we offer a comprehensive benefits package that includes:

• 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
• 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

Pay

Total Target Cash Earnings Opportunity: $68,860 - $124,190

Base Pay Range: $62,600 - $112,900

Schedule

Travel Required: Yes

DOT Regulated: No

Safety Sensitive Position: No