Technical Account Manager: Customer Success & Escalations

T-MOBILE USA, Inc.; Factoria (WA); On-site; USD 63,000 - 113,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k)

Money coaches

Job summary

T-Mobile USA, Inc. seeks a role that supports organizational success by ensuring a high-quality customer experience for strategic business customers.

The role manages technical issues by directing team efforts and resolving service challenges promptly, collaborating with cross-functional teams to deliver effective business solutions. Success is measured by customer satisfaction, issue resolution efficiency, and operational improvements, with impact on customer retention and overall service

Qualifications

• High School Diploma/GED required.
• 2-4 years managing technical projects preferred.
• Less than 2 years reporting experience preferred.

Responsibilities

• Monitor and manage progress toward resolution of customer technical issues to maintain service continuity
• Analyze process flows and tool applications to identify and implement improvements enhancing customer experience
• Coordinate resources to resolve sensitive or chronic technical problems, minimizing escalations
• Provide timely feedback to management on customer trends, issues, and needs to support decision-making
• Also responsible for other duties/projects as assigned by business management as needed

Skills

Adaptability

Communication

Customer Service

Escalation Management

Presentation Delivery

Product Knowledge

Root Cause Analysis

Technical Account Management

Technical Knowledge

Education

High School Diploma/GED (Required)

Managing Technical Projects

Reporting Experience

Job description

T-Mobile USA, Inc. seeks a role that supports organizational success by ensuring a high-quality customer experience for strategic business customers.

The role manages technical issues by directing team efforts and resolving service challenges promptly, collaborating with cross-functional teams to deliver effective business solutions. Success is measured by customer satisfaction, issue resolution efficiency, and operational improvements, with impact on customer retention and overall service