Field Account Manager II

Job Title: Field Account Manager II

Job Location:Tempe,AZ

Reference Code: 132296






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Our customer focus has earned us some of the highest honors within the wireless industry for overall customer satisfaction, call quality, retail service and customer service performance. In fact, T-Mobile USA has won more awards from J.D. Power and Associates than any other wireless service provider. So join us today and become a proud member of our winning team!











Summary



Field Account Manager II








DESCRIPTION


One of T-Mobile's newest divisions, Field Account Management, is comprised of a team of field-based Account Managers that will be responsible for providing post-sale support to the National Accounts Sales Division. The FAM division will work to achieve key retention goals, as well as develop, manage and execute a National Account Sales/Care plan for T-Mobile's assigned National Strategic Accounts. The FAM Team's key objectives will include:


· 80% Account Maintenance and 20% Account Growth.


· Increase customer satisfaction on existing National Accounts.


· Reduce customer & portfolio-based churn.


· Grow revenue within existing National Accounts.


· Increase ARPU (Average Revenue Per User) and decrease CPGA (Cost Per Gross Add).


· Decrease support issues (billing and customer care inquiries, technical trouble shooting, etc).


· Increase utilization of value added and enhanced services within existing customer base.


· Partner with the National Account Manager for renewal of existing National Accounts.





SPECIFIC RESPONSIBILITIES:


· Partner with National Account Manager (NAM) as an extended member of the account team, to define and deliver post-sale Care services to meet the client's expectations in a manner that is cost-effective for T-Mobile.


· Customer advocate for all Care activities for a predetermined portfolio of select Enterprise Customers.


· Interface with client's designated Program Administrator/Telecom. Manager to provide service solutions which meet customer needs in all core Care competencies: billing and expense management, post-sale customer education on wireless service and equipment, technical troubleshooting, etc.


· Partner with Business Care to ensure 100% customer satisfaction by resolving all customer service inquiries on the first contact.


· Monitor and analyze support statistics for assigned National Accounts on a daily basis to ensure SLAs (Service Level Agreements) are being met. Intervene and escalate when necessary and notify primary client contact of end user issues proactively, if necessary.


· Responsible for developing, coordinating and monitoring the deployment and success of service solutions, and will status the client and the NAM/account team based on shared expectations.


· Participate in pre-sale activity, during the appropriate point in the sales cycle, at the NAM's request.


· Manage collections of past due AR for all assigned National Accounts.


· Provide monthly portfolio account review updates to account team and FAM leadership team.


· Balance face-to-face customer interaction with work in T-Mobile's facilities.





QUALIFICATIONS:


· Bachelor's degree in related discipline or equivalent experience required.


· Minimum of five years business experience including prior customer portfolio management in either customer service or sales. Telecom background is preferred.


· Superior communication, presentation and interpersonal skills.


· Demonstrated ability to learn, assess and analyze various types of businesses, operations and structure.


· Should remain attuned to related 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 & care.


· 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.



To join our T-Mobile team, click apply now and search for Req. 132296


















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