Director of Partnerships – Midwest
CharacterStrong
Account Manager – Technical
T-Mobile
full-time
Posted on:
Location Type: Remote
Location: Remote • Kansas, Nevada, New York, Virginia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $62,600 - $112,900 per year
Job Level
JuniorMid-Level
About the role
- 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.
- 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.
Requirements
- High School Diploma/GED (Required)
- 2-4 years - Managing Technical Projects
- Less than 2 years - Reporting Experience
- Business Planning
- Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)
- Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (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)
- Ability to interpret service performance for root cause analysis and corrective action. (Required)
- Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive. (Required)
- Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
- Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required)
Benefits
- Medical, dental and vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Managing Technical ProjectsReporting ExperienceBusiness PlanningRoot Cause AnalysisCustomer TechnologiesT-Mobile Products and ServicesCustomer ManagementBusiness Writing TechniquesPresentation SkillsMS Office
Soft skills
Leadership SkillsCommunication SkillsMulti-tasking SkillsPrioritization SkillsMatrix Management SkillsProblem SolvingCollaborationCustomer Interaction SkillsFeedback SkillsQuality Facilitation
Certifications
High School DiplomaGED
