Manager, Technical Account Management

T-Mobile USA•Bellevue, WA

About The Position

Leads a team of Technical Solutions Engineers to ensure customer solutions align with business objectives and technical requirements. Manages team performance, coaches employees in career development, and maintains current knowledge of processes and systems. Collaborates with sales, engineering, product, and other internal groups to resolve customer issues. Success is measured by the team’s ability to meet goals, promptly resolve escalations, and deliver high customer satisfaction. The role supports organizational success by fostering customer relationships and business growth through technical account management. Also responsible for other duties and projects as assigned by business management.

Requirements

Bachelor’s degree plus 3 years of related work experience, or an advanced degree with 1 year of related work experience, or an equivalent combination of education and experience.
At least 18 years of age.
Legally authorized to work in the United States.
Communication skills.
Customer service skills.
Escalation management skills.
Organizational management skills.
Performance monitoring skills.
Presentation delivery skills.
Product knowledge.
Root cause analysis skills.
Technical knowledge.

Nice To Haves

4–7 years leading technical teams and functions.
4–7 years working with diagnostics to correct complex networked and/or wireless system problems.
Project Management Professional (PMP) certification.

Responsibilities

Lead and develop a team of Technical Solutions Engineers to achieve performance goals and support career growth.
Collaborate with internal stakeholders, including sales, engineering, and product teams, to resolve customer issues holistically.
Manage escalation processes to ensure timely resolution of customer technical concerns with appropriate urgency.
Maintain current knowledge of industry trends, products, and internal processes to enhance team effectiveness.
Oversee departmental strategy and provide guidance to ensure alignment with customer business goals and satisfaction.
Perform other duties and projects as assigned by business management.

Benefits

Competitive base salary and compensation package.
Annual stock grant and employee stock purchase plan.
401(k) and access to free, year-round money coaches.
Annual bonus or periodic sales incentive or bonus for eligible employees; corporate employees may receive a year-end bonus based on individual and/or company performance.
Medical, dental, and vision insurance.
Flexible spending account.
Paid time off and up to 12 paid holidays.
Paid parental and family leave.
Family building benefits, back-up care, enhanced family support, and childcare subsidy.
Tuition assistance and college coaching.
Short- and long-term disability coverage.
Voluntary AD&D, accident, life, disability, and long-term care coverage.
Mobile service and home internet discounts for eligible employees.
Pet insurance for eligible employees.
Commuter and transit programs for eligible employees.