Partner Account Manager
Employment Type: Full-Time
This position is part of the Wholesale Business Operations team that is responsible for ensuring established partnerships are successful and sustainable. As a Partner Account Manager, you will have the opportunity to work in a rapidly developing industry to create a nationwide distribution in the IoT space. Our Partners are Mobile Virtual Network Operator (MVNO), Mobile Virtual Network Aggregator (MVNA), and platform providers that support multiple business and compliance models, launch flexible and scalable service solutions globally and enable rapid time-to-market. This entrepreneurial ecosystem creates an exciting work environment at T-Mobile. The challenges are complex, the pace is fast, and the opportunities are incredible.
As a Partner Account Manager you will have the opportunity to work in a new and emerging industry to create nationwide distribution in the M2M/MVNO space. As a confident and professional Partner Account Manager, you will excel at providing support for T-Mobile's Mobile Virtual Network Operator (MVNO), Machine to Machine (M2M), and Internet of Things (IoT) partners. The overall objective of Account Management is to ensure established MVNO/M2M partnerships are successful. This role is essential in maintaining and growing the P&L within T-Mobile. In this position, you will be a primary contact person for our current accounts. You will provide operational account analysis within your assigned accounts and support, the communication and resolution of Partner issues and inquiries to maintain or enhance established relationships. T-Mobile is counting on you to maximize contributions to the business while reaching the highest levels of partner support and satisfaction. Partner Account Managers will represent the company in all operational activities associated with a specific account. They will be familiar with a variety of industry verticals, business practices, business fundamentals, operational KPIs, and system architecture.
What you'll do in your role. This position is responsible for executing process tasks, documenting reported problems from field operations and identifying issues in our operational execution. A significant portion of time will be spent in data collection, root cause analysis and outlining operational issues. This role will also include developing alternatives and solutions to mitigate and/or eliminate operational problems, and suggesting new solutions. To be successful in this role, the Partner Account Operations Manager must be NT and IT savvy. The role requires the translation of system logics into a customer experience impact to drive solutions and set expectations of partners. Resolve operational issues impacting our MVNO and/or their customers by pulling reports, analyzing data, determining root cause, and working with the Wholesale Team, our Partners and other T-Mobile functional departments, e.g. IT (AS Retail Activations, billing, mediations), Engineering (IREG, NOC), Customer Care (Tier II and III), Revenue Accounting, Numbers Management, Law Enforcement, and Fraud. Assess operational impacts of upcoming changes to policy, procedure, process, product and/or services, including creating operational business requirements and participating in business acceptance testing for projects/initiatives, i.e. UAT and/or validation testing. Communicate to partners appropriately. Execute and/or monitor assigned processes and procedures which include tracking, reporting, documenting and communicating the performance of day-to-day operational processes and production issues to partners and internal stakeholders. Identify process improvements and re-engineering opportunities, and collaborate with Product Development teams and/or technical teams to develop solutions. Monitor ticket resolution processes and ensure established SLAs are met. Understand and manage priorities based on impacts, resolve issues in a timely manner, set clear expectations, meet commitments, follow up on open action items and escalate appropriately. Also responsible for other Duties/Projects as assigned by business management as needed. Occasional non-business hour support required.
The experience you'll bring. 3+ years operations experience supporting systems, networks, and/or processes. 3+ years experience in a role requiring information gathering and analysis, and problem and root cause analysis such as Business, Operations, System or Finance Analyst position. Superior Communication, presentation and interpersonal skills. This position requires the ability to communicate and build strong relationships across many lines of business at all levels internally and externally. Competency in MS Office. Experience required with data analysis software and tools such as Access, Excel and SQL. Self-motivated and independent. The candidate must have highly developed organizational skills to manage multiple priorities. Demonstrated project/process management ability Demonstrated operational performance management capabilities Proactive in identifying opportunities for improvement and developing recommendations.
Strongly Preferred Experience working in the IoT, M2M, MVNO, and/or MVNA industry Wireless Telecom (GSM, UMTS, LTE) network architecture and wireless service experience
Education Bachelor Degree in MIS, Engineering, or related field preferred
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