Be unstoppable with us!
T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!
Job Overview
The Manager, Venue Success leads a team who together manage relationships with retailers (i.e., 'venues'). This includes on-boarding, then building/maintaining strong, long-term relationships with retail venue partners as well as ensuring venues receive world-class technical/non-technical support, inclusive of training materials, FAQs, and trouble ticketing/escalation. Further, this team would oversee feedback collection and fulfill tactical 'network operation center'/'NOC' tier II support functions to ensure network uptime is optimized (limited to HW; SW/Sys-Ops assumed to be fulfilled by existing shared resources who oversee T-Ads SW platform today).
Job Responsibilities:
Lead team of inspired professionals, providing feedback, mentor, and developmental opportunities to continually improve team performance
Provide oversight and direction for all employee responsibilities for the Venue Success organization to include: creating a work environment which promotes a customer obsessed attitude, collaborative cross-functional & cross-matrixed teamwork mentality, performance-driven culture, employee success; quality hiring, and training
Technical and Non-Technical Support: Ensure that venues receive world-class technical and non-technical support. This includes developing and providing training materials, FAQs, and efficient trouble ticketing and escalation processes.
Feedback Collection: Implement systems and processes for collecting feedback from venue partners. Use this feedback to identify areas for improvement and develop strategies to enhance their experience.
Relationship Management: Nurture and maintain strong, long-term relationships with retail venue partners. Understand their needs, challenges, and goals to provide exceptional support and service.
Network Operation Center (NOC) Support: Oversee tactical NOC Tier II support functions to optimize network uptime. Collaborate with existing shared resources responsible for software and system operations (Sys-Ops) to ensure seamless network operation.
Performance Metrics: Define and monitor key performance indicators (KPIs) to measure the success of the Venue Success team. Regularly report on progress and make data-driven improvements.
Vendor Management: Collaborate with third-party vendors, as vital, to ensure the effective delivery of services and support to retail venues.
Collaborate with cross-functional teams including: sales, marketing, operations, product, implementation, etc. to drive growth and gain market share by delivering a world-class experience
Education:
High School Diploma/GED (Required)
Work Experience:
4-7 years Work Experience (Required)
2-4 years Experience providing hardware/software technical support to end users via phone/ticketing systems in a help desk setting (Required)
Knowledge, Skills and Abilities:
Team Leadership Effective team leadership, coaching and people development skills. (Required)
Customer Relationship Management (CRM) Strong customer relationship management skills at an executive level. (Required)
Team Leadership Demonstrated ability to lead teams and successfully manage a distributed workforce. (Required)
Passion for growing and coaching teams with documented success on employee experience and engagement. (Required)
Documented Customer Success practices in both client and agency environments; professional services and marketing disciplines a plus. (Re
