Venue Success Manager

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
The Venue Success Manager at T-Mobile is instrumental in providing outstanding support and service to our retail venue partners throughout their customer lifecycle. They lead account relationships, handle technical issues, and ensure network uptime and performance. Their role involves comprehensive tasks from onboarding, network planning, to project scope, installation, and ongoing network monitoring and support. They are a domain expert on all T-Mobile Retail Media Network products, features, and services; field technician SOPs and interaction model, in addition to all retail venue operational components, service issues, systems and tools. This position requires strong multi-tasking skills and system navigation skills through use of multiple computer systems. They work closely with various teams, vendors, and stakeholders, reporting directly to the Manager, Venue Success. Through their dedication to excellent service, they contribute significantly to the success and growth of our retail venue partners.

Job Responsibilities:

• Provide tier 1 and tier 2 technical support to venues, including troubleshooting hardware, software, and network issues, escalating as needed
• Manage account relationships with venues, including onboarding, training, communication, and feedback
• Ensure network uptime and performance by monitoring and reporting on network status, issues, and trends
• Collaborate with vendors, software and system operations teams, and other internal and external parties to ensure seamless operation and service delivery
• Identify and implement opportunities for improvement and innovation in venue support and service

Education and Work Experience:

• Bachelor's Degree Business or Related Field (Preferred)
• 4-7 years Technical support, account management, or customer service Required
• 4-7 years Strong technical skills and knowledge of digital signage, hardware, software, and network systems Preferred
• 4-7 years Experience in onboarding, network planning, project scope and installation Preferred

Knowledge, Skills and Abilities:

• Communication The ability to ensure that information is passed on to others who should be kept informed. Express self clearly in conversations and interactions with others. Clear business and technical writing skills. The ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences. (Required)
• Customer Oriented The ability to demonstrate concern and meet external and/or internal customers’ needs. (Required)
• Motivation Self-motivated and able to work well under pressure. Able to simultaneously support multiple strategically significant tasks under fixed/accelerated deadlines. (Required)
• Technical Architecture The ability to demonstrate depth of knowledge and skill in a technical area. The ability to tackle a problem by using a logical, systematic, sequential approach. (Required)
• Cross Functional Relationships Ability to work collaboratively across internal and external functions. Builds trust quickly and thrives in a fast-paced environment. (Required)

Licenses and Certifications:

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

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

Base Pay Range: $77,600 - $140,100

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the 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.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here.

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 ApplicantAccommodation@t-mobile.com 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.