Field Account Manager II

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.


T-Mobile is an equal opportunity employer (EOE). We strongly support diversity in the workforce.

QUALIFICATIONS: Please see Job Description