Account Manager, Technical

T-Mobile•Snoqualmie, WA

About The Position

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees! This role can be based out of any T-Mobile sales office within the United States. Job Overview 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 Porjects
Less than 2 years - Reporting Experience
Business Planning Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)
Task Management Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required)
Product Knowledge 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 Ability to interpret service performance for root cause analysis and corrective action. (Required)
Communication Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive.. (Required)
MS Office Suite Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
Presentations 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
T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

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.

Benefits

Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
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.
eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

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