Account Manager, Retention

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Job Overview

As an Account Manager, Retention, you'll target valued clients with maturing contracts in the Government space, recommending solutions, service plans, data, and other enhanced services. Successfully negotiate renewal contracts and extend these relationships into the future. With base plus commission, your earning potential is up to you.


In this role, you'll join the account team and engage with an existing group of clients, rich with potential new business, to negotiate and extend their relationship with T-Mobile. You should bring an aggressive and persuasive approach to generating and qualifying retention efforts through managing our Government base of accounts. By devising creative and effective strategies, you will secure new contracts while adhering to T-Mobile's financial guidelines. You'll fully utilize all sales force automation, funnel management, and retention tools. You'll manage the retention funnel and generate reports on re-contracting activities and forecasting. Within an assigned client base, you will develop and build partnerships with Government Sales Reps to drive contract renewal awareness and uncover potential new business opportunities. You must be persistant at addressing and meeting the needs of customers who have expressed interest in leaving T-Mobile in order to retain their business. The T-Mobile team will support you every step of the way, ensuring you have the resources needed to deliver the best customer service and retention experiences possible.

Job Responsibilities:

• Retention Plans: Research, develop, and implement retention plans that meet established financial controls, ensuring financial targets are achieved and maintained.
• Customer Needs: Identify gaps and evaluate customer needs as market requirements evolve, adapting strategies to meet changing demands and enhance customer satisfaction.
• Problem Solving: Support cross-functional partners to solve problems and implement account changes, facilitating smooth transitions and effective solutions. 10%
• Expertise Development: Develop subject matter expertise for multi-faceted problems and deliver simplified account solutions, providing clear and actionable insights. 10%
• Relationship Building: Foster relationships with key cross-functional partners, internal stakeholders, and customer contacts; establish strong partnerships to achieve desired results. Lead retention projects, including requirements gathering, documentation, reporting, financial exposure, and consolidation. Uphold channel/segment operational standards and ensure effective communication with all supported sales teams.
• Complex Assignments: Handle complex assignments across various disciplines, including Products, Sales, Customer Care Support, Technical Care Support, Billing, Supply Chain Operations, Product Management, Business Process, and Cost-Benefit Analysis, ensuring comprehensive support and expertise.
• Consulting Support: Provide consulting support on complex tasks, offering guidance and solutions to team members.

Education and Work Experience:

• Associate's Degree business, finance, sales (Preferred)
• 2-4 years Experience in sales, account management or customer service. Working experience with gap analysis, requirements gathering or other related experience. Required

Knowledge, Skills and Abilities:

• Microsoft Excel Proficiency in Excel is essential for analyzing data, creating reports, and managing customer information. Skills include using formulas, pivot tables, and data visualization tools to track performance and identify trends. (Required)
• Microsoft PowerPoint Ability to create and deliver compelling presentations using PowerPoint. This includes designing slides that effectively communicate data, strategies, and solutions to stakeholders and clients. (Required)
• Customer Service Strong customer service skills are crucial for addressing client needs, resolving issues, and ensuring a positive customer experience. This involves active listening, empathy, and effective communication. (Required)
• Process Improvement Experience in identifying inefficiencies and implementing process improvements to enhance productivity and service quality. This includes analyzing current processes, proposing changes, and monitoring the impact of those changes. (Required)
• Wireless Acumen Knowledge of the wireless industry, including products, services, and market trends. This helps in understanding customer needs and providing relevant solutions. (Preferred)
• Sales Process Comprehensive understanding of the sales process, including prospecting, qualifying leads, negotiating, and closing deals. Ability to negotiate complex contracts effectively to secure favorable terms for both the company and the client. (Required)

Licenses and Certifications:

Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No

Total Target Cash Pay Range: $65,200 - $117,500, inclusive of target incentives

Base Pay Range: $45,640 - $82,250

The pay range above is the general base pay range for a successful candidate in this role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location,  https://paylookup.t-mobile.com/paylookup?reqID=REQ313022¶dox=1

At T-Mobile, employees in regular, non-temporary Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. 

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
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, religious affiliation, 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.