T-Mobile

Account Manager – Technical

T-Mobile

full-time

Posted on:

Location Type: Remote

Location: Remote • Kansas, Nevada, New York, Virginia, Washington • 🇺🇸 United States

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Salary

💰 $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