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Service Account Manager, Tempe, AZ


Job Description:

Service Account Management (SAM) is comprised of a team of field-based SAMs who are responsible for providing a world-class on-boarding and post-sale support experience to T-Mobile business and government customers. The SAM will own and deliver on-boarding, training, and support activities which will retain and grow new and existing high-value T-Mobile customers. Description

The SAM Team's key objectives include:
Execute on implementation & deployment (on-boarding) objectives
Create and execute on regional customer life-cycle support strategies
Create and execute on regional/portfolio churn reduction strategies
Identify revenue growth opportunities within new and existing accounts
Increase sales rep selling time by owning support activities (as defined by local support plan)
Own and manage end-to-end support activities (billing and customer care inquiries, technical troubleshooting, etc.)
Increase ARPU and utilization of enhanced services
Partner with the T-Mobile sales teams for renewal opportunities
Decrease multiple care touch-points for issue escalation/s


Responsibilities:

Partner with sales and in-market sales management as an extended member of the account team, to define, deliver, and execute on implementation and post-sale support plans which meets and exceeds customer expectations
Act as the customer advocate for Implementation (IM) and support activities for predetermined regional sales teams and/or portfolio of accounts
Interface with client's designated Program Administrator to provide service solutions which meet customer needs in all core IM & support competencies: implementation, billing, and expense management, customer education on service and equipment, collections, technical troubleshooting, etc.
Partner with T-Mobile Care resources to ensure 100% customer satisfaction by resolving customer service inquiries on the first contact
Create and deliver time-lined IM plans for transition, device deployment, customer education, etc.
Offer problem resolution paths for technical & other IM and support related issues
Deliver monthly portfolio account reviews (QBRs)
Launch and maintain TBC sites for new and existing customers
Facilitate on-site trainings & webinars for end-users and key customer personnel
Balance face-to-face customer interaction with work in T-Mobile's facilities


Qualifications:

Superior communication, presentation, and interpersonal skills.
Demonstrated ability to learn, access and analyze various types of businesses, operations and structure.
Remain attuned to market trends and general developments within customer's industry, as well as within the wireless industry
Customer oriented and committed to 100% customer satisfaction
Should possess leadership qualities and knowledge, ability, focus and skill to provide superior business sales & support
Strong organizational and time management skills with ability to manage highly complex and/or critical customer issues
Proficient in Windows-based software programs (ie. Word, Excel, and PowerPoint.)
Valid driver's license and the ability to travel independently up to 50% of the time
Bachelor's degree in related discipline or equivalent experience preferred
Minimum of five years business experience including prior customer portfolio management in either customer service or sales. Telecom background is preferred.


Minimum Qualifications:

At least 18 years of age. Legally authorized to work in the United States. High School Diploma or GED. Pre-employment background screen.

Company Profile:

As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com

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, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship 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.

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  • Company: Sales Employer
    (view all jobs of this company)
  • Location: Tempe
  • State: AZ
  • Category: Sales
  • Posted on: May-31-2019
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