Job Title: Field Account Manager II Job Location: Tempe,AZ Reference Code: 132296 At T-Mobile, we don't just deliver the best wireless service.

We create the best careers in the business.

Get ready to join 30,000 of the world's most energetic employees because we work hard, have fun and enjoy the spotlight that comes with success.

We stand for personal service that helps people connect in genuine ways.

Our values guide us every day in each customer interaction and our vision gives us a clear sense of where we are going and what it takes to get there.

For us, creating an outstanding customer experience means more opportunities to make a difference.

That along with best-in-the-business benefits, career growth, recognition, great people and a fun culture is what creates the T-Mobile experience.

Are you ready to experience T-Mobile? 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 JD 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 At T-Mobile everyone has a voice! We strongly support diversity in the workforce and T-Mobile is an equal opportunity employer.

(EOE) T-Mobile is a federally registered mark, and the magenta color is a trademark of Deutsche Telekom AG. ©2006 T-Mobile USA, Inc. For more information on the JD Power and Associates studies, please visit www.jdpower.com

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