Account Manager, Technical

T-Mobile USA•Atlanta, GA

2d•Onsite

About The Position

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.

Requirements

High School Diploma/GED (Required)
2-4 years - Managing Technical Projects (Required)
Less than 2 years - Reporting Experience (Required)
Business Planning (Required)
Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)
Task Management (Required)
Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required)
Product Knowledge (Required)
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. (Required)
Root Cause Analysis (Required)
Ability to interpret service performance for root cause analysis and corrective action. (Required)
Communication (Required)
Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive. (Required)
MS Office Suite (Required)
Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
Presentations (Required)
Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required)
At least 18 years of age
Legally authorized to work in the United States

Responsibilities

Monitor progress toward resolution of customer problems.
Initiates 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.
Ability to effectively 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.