Account Manager, Technical

T-Mobile Job Opportunity

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. 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.

Job 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.

Education and Work Experience

High School Diploma / GED (Required) 2-4 years - Managing Technical Projects Less than 2 years - Reporting Experience

Knowledge, Skills and Abilities

Licenses and Certifications

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.

Travel

Travel Required (Yes / No) : Yes DOT Regulated : DOT Regulated Position (Yes / No) : No Safety Sensitive Position (Yes / No) : No

Base Pay Range

$62,600 - $112,900

Corporate Bonus Target

10%

Benefits

We cover all of the bases, offering 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

Equal Opportunity Employer

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests. EOE Statement We Take Equal Opportunity Seriously - By Choice