Manager, Technical Account Management

T-Mobile • Concord, CA

4d

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! Job Overview This role leads a team of technical account managers to ensure customer solutions align with business objectives and technical requirements. It involves managing team performance, coaching for career development, and maintaining up-to-date knowledge of processes and systems. The role requires collaboration with internal groups such as sales, engineering, and product teams to resolve customer issues effectively. Success is measured by the team's ability to meet goals, resolve escalations promptly, and deliver high customer satisfaction. The work impacts organizational success by fostering strong customer relationships and supporting business growth through technical account management.

Requirements

• Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
• Technical Support Knowledge of wireless networks products and services and Basic IP, Networking (TCP/IP), Wireless Technologies, Ethernet Technology, and IOT Applications. Articulates at Executive levels to both internal TMO leadership and external customers. (Required)
• Communication Excellent written and verbal communication skills (Required)
• Analytics Deep knowledge of Excel; proficient in other areas of Microsoft suite (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• 4-7 years Leading technical teams and functions. (Preferred)
• 4-7 years Working with diagnostics to correct complex networked and/or wireless system problems. (Preferred)
• Project Management Professional (PMP) (Preferred)

Responsibilities

• Lead and develop a team of technical account managers 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
• Also responsible for other duties/projects as assigned by business management as needed

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees