Technical Account Manager

T-Mobile US - Bellevue, WA

Full-time - Mid Level

Bellevue, WA

Telecommunications

About the position

The Technical Account Manager at T-Mobile plays a crucial role in ensuring an outstanding customer experience for strategic business customers. This position involves utilizing expertise and leadership skills to direct team members, resolve issues, and streamline operations to enhance customer satisfaction. The role requires effective communication with end-users and collaboration with cross-functional teams to provide timely solutions and support.

Responsibilities

• Monitor progress toward resolution of customer problems.
• Initiate measures to maintain progress toward resolution of impairments/outages such as ticket tracking and resource assignment.
• Review reporting data to identify performance trends and opportunities.
• Facilitate quality and customer satisfaction goals to ensure customer retention.
• Analyze process flow and application of tools to identify and implement improvements for a better customer experience.
• Acquire the right resources to resolve sensitive or chronic troubles.
• Minimize 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 (Required)
• Less than 2 years reporting experience (Required)
• Effective matrix management skills to influence/escalate for commitments (Required)
• Strong multi-tasking skills and prioritization of activities (Required)
• Solid understanding of customer technologies and T-Mobile products and services (Required)
• Ability to interpret service performance for root cause analysis (Required)
• Knowledge of wireless and wireline business preferred (Preferred)
• Strong business writing techniques and presentation skills (Required)
• Proficient in MS Office Suite, specifically Excel, Word, PowerPoint, Visio (Required)
• Ability to present information to all levels of management (Required)

Nice-to-haves

• Knowledge of wireless and wireline business preferred

Benefits

• Competitive base salary and compensation package
• Annual stock grant
• Employee stock purchase plan
• 401(k)
• Access to free, year-round money coaches