Client Success Manager

T-Mobile · Irving, TX · 3 wk ago

OTHRFull-time

About the role

The Client Success Manager at T-Mobile is a pivotal role 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.

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.
Onboarding Product Adoption – Oversee new customer onboarding and training to guarantee a smooth implementation from Day 0 onward.
Account Health Monitoring Reviews – Proactively monitor account performance and health indicators to identify signs of risk or opportunity.
Issue Resolution Cross-Functional Coordination – Take ownership of customer issues and coordinate cross-functional resolution, engaging internal experts to troubleshoot and swiftly resolve problems.
Retention Renewal Management – Develop and execute strategies to retain customers and secure renewals, mitigating churn.
Account Growth Upsell – Drive account expansion by identifying and executing cross-sell and upsell opportunities based on customer needs and usage data.

Requirements

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

Skills

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

Benefits

At T-Mobile, our benefits exemplify the spirit of One Team, Together! We offer 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, 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.

Pay

The base pay range for this role is $87,100 - $157,200. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience. 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.