Technical Account Manager- Enterprise

at T-Mobile USA, Inc. in Downers Grove, Illinois, United States

Job Description

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
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:
High School Diploma/GED (Required)

Work Experience:
2-4 years Managing Technical Porjects ()
Less than 2 years Reporting Experience ()

Knowledge, Skills and Abilities:
Business Planning Effective matrix management skills to influence/escalate for commitments when engaging fix actions. (Required)
Task Management Strong multi-tasking skills as well as prioritization of activities to resolve several customer emergencies at the same time. (Required)
Product Knowledge 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)
Root Cause Analysis Ability to interpret service performance for root cause analysis and corrective action. (Required)
Business Strategy Knowledge of wireless and wireline business preferred (Preferred)
Communication Demonstrates strong business writing techniques and presentation skills on multiple levels including Customer, Vendor, and Executive.. (Required)
MS Office Suite Proficient in MS Office - specifically Excel, Word, Power Point, Visio (Required)
Presentations Ability to present information to all levels of management up to and including the Executive level for both internal and external customers (Required)
* At least 18 years of age
* Legally authorized to work in the United States

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%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.
At T-Mobile, 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... For full info follow application link.

EOE Statement

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.