Client Success Manager

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Job Overview

This role at T-Mobile is pivotal and focused on enhancing customer relationships and retention within the Government, Strategic, and Enterprise business segments. This position is responsible for managing the entire customer lifecycle, ensuring successful onboarding, product adoption, and continuous value realization. By identifying upsell and cross-sell opportunities, the Client Success Manager works closely with sales teams to develop strategies that increase account value. Acting as a customer advocate, this role coordinates with multiple departments including sales, engineering, support, and operations to meet contract commitments and resolve issues. Through strategic business reviews and building trusted executive relationships, the Client Success Manager fosters long-term partnerships and enhances client loyalty.

Job Responsibilities:

• Customer Relationship Advocacy - Serve as the primary post-sales point of contact for assigned government and enterprise accounts, advocating for customer needs across internal teams and ensuring a positive end-to-end experience. Build and maintain executive-level relationships with client stakeholders to foster trust, understand business goals, and drive customer satisfaction and loyalty.
• Onboarding Product Adoption - Oversee new customer onboarding and training to guarantee a smooth implementation from Day 0 onward. Educate customers on T-Mobile for Business products, services, and self-service tools (e.g. Account Hub) to accelerate product and solution adoption, ensuring clients realize full value from their investments. Develop customer success plans and conduct regular health checks.
• Account Health Monitoring Reviews - Proactively monitor account performance and health indicators (usage trends, service quality, billing, NPS, etc.) to identify signs of risk or opportunity. Lead regular success reviews and QBRs, presenting key performance metrics and insights to client executives. Recommend action plans to address service gaps or evolving needs.
• Issue Resolution Cross-Functional Coordination - Take ownership of customer issues and coordinate cross-functional resolution, engaging internal experts to troubleshoot and swiftly resolve problems. Act as the customer champion in internal discussions, documenting interactions and ensuring service levels are met. Drive timely resolutions to maintain operational continuity.
• Retention Renewal Management - Develop and execute strategies to retain customers and secure renewals, mitigating churn. Analyze account health data to identify at-risk accounts or partial disconnect requests and address root causes proactively. Lead contract renewal processes, negotiate terms, and finalize agreements that maintain or grow revenue.
• Account Growth Upsell - Drive account expansion by identifying and executing cross-sell and upsell opportunities based on customer needs and usage data. Prepare and present proposals for new solutions, partnering with Sales and Solutions Engineering on complex opportunities that align with customer goals.

Education and Work Experience:

• Bachelor's Degree Business Administration, Management, or related field (Preferred)
• Master's/Advanced Degree Business Administration, Management, or related field (Preferred)
• 4-7 years Managing customer relationships and account management in business segments such as Government, Strategic, or Enterprise (Required)
• 2-4 years Coordinating with multiple departments such as sales, engineering, support, and operations to meet contract commitments and resolve issues (Required)
• 2-4 years Collaborating with sales teams to identify upsell and cross-sell opportunities and develop strategies to increase account value (Preferred)

Knowledge, Skills and Abilities:

• Client Relationship Management Strong skills in managing client relationships at an executive level, ensuring customer satisfaction and loyalty. (Required)
• Cross Functional Relationships Ability to coordinate with multiple departments such as sales, engineering, support, and operations to meet customer needs and resolve issues. (Required)
• Strategic Thinking Capability to develop strategic plans for customer account growth through upselling and cross-selling. (Required)
• Problem Solving Proficient in identifying problems and coordinating resources to provide effective solutions. (Required)
• Leadership Experience in leading teams and managing a distributed workforce to achieve business goals. (Required)
• Analytics Ability to analyze customer data to identify trends and opportunities for business improvement. (Required)
• Business Acumen Strong understanding of business operations and the impact of customer success on overall business performance. (Required)
• Telecommunications Knowledge of telecommunications industry, particularly in wireless technologies, to better understand and serve client needs. (Required)

Licenses and Certifications:

• Certified Customer Experience Professional (CCXP): Certification that validates expertise in customer experience management, enhancing skills in customer journey mapping, and strategic alignment to business goals. (Preferred)
• Project Management Professional (PMP) Certification by the Project Management Institute that demonstrates proficiency in project management, crucial for managing cross-functional teams and complex customer engagements. (Preferred)
• Certified Sales Executive (CSE) Certification that provides advanced knowledge in sales management, strategic planning, and execution, beneficial for identifying upsell and cross-sell opportunities. (Preferred)

• 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

Total Target Cash Earnings Opportunity: $100,165 - $180,780National Base Pay Range: $87,100 - $157,200

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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=REQ375897¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

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, genetic information, 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.