Strategic Client Success Manager

Job Overview

The Strategic Client Success Manager at T-Mobile plays a crucial role in strengthening customer relationships and retaining clients within the Government, Strategic, and Enterprise business segments. This position manages the entire customer lifecycle, ensuring a successful onboarding process, product adoption, and continuous value realization. By identifying opportunities for upselling and cross-selling, the Client Success Manager collaborates closely with sales teams to enhance account value. Serving as an advocate for customers, this role coordinates with various departments, including sales, engineering, support, and operations, to meet contract commitments and resolve issues. Through conducting strategic business reviews and nurturing trusted relationships with executives, the Client Success Manager promotes long-term partnerships and increases client loyalty.

Job Responsibilities

• Customer Relationship Advocacy - Act as the primary point of contact for assigned government and enterprise accounts after the sale, advocating for customer needs within internal teams and ensuring a positive overall experience. Build and sustain executive-level relationships with client stakeholders to foster trust, comprehend business objectives, and enhance customer satisfaction and loyalty.
• Onboarding & Product Adoption - Oversee new customer onboarding and training processes to ensure smooth implementations from Day 0 onward. Educate clients on T-Mobile for Business products, services, and self-service tools to facilitate quick product and solution adoption, guaranteeing clients gain maximum value from their investments. Develop customer success plans and conduct regular health checks.
• Account Health Monitoring & Reviews - Proactively oversee account performance and health indicators (usage trends, service quality, billing, NPS, etc.) to detect risks or opportunities. Lead regular success reviews and QBRs, providing client executives with key performance metrics and insights. Propose action plans to address service gaps or evolving client needs.
• Issue Resolution & Cross-Functional Coordination - Take charge of resolving customer issues by coordinating cross-functional solutions and engaging internal experts to troubleshoot problems effectively. Represent the customer's interests in internal discussions, documenting interactions and ensuring service levels are achieved. Drive prompt resolutions to maintain operational continuity.
• Retention & Renewal Management - Develop and implement strategies to retain customers and secure renewals to minimize churn. Analyze account health data to identify accounts at risk or those requesting partial disconnections, addressing root causes proactively. Lead the contract renewal process, negotiate terms, and finalize agreements that either maintain or increase revenue.
• Account Growth & Upselling - Proactively drive account expansion by pinpointing and implementing cross-sell and upsell opportunities based on customer needs and usage data. Prepare and present proposals for new solutions, collaborating with Sales and Solutions Engineering on complex opportunities aligned with customer goals.

Education and Work Experience

• Bachelor's Degree in Business Administration, Management, or a related field (Preferred)
• Master's/Advanced Degree in Business Administration, Management, or a related field (Preferred)
• 4-7 years of experience managing customer relationships and accounts in business segments such as Government, Strategic, or Enterprise (Required)
• 2-4 years of experience coordinating with multiple departments (sales, engineering, support, and operations) to meet contract commitments and resolve issues (Required)
• 2-4 years of collaboration with sales teams to identify upsell and cross-sell opportunities as well as 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 diverse departments to meet customer needs and resolve issues. (Required)
• Strategic Thinking: Capability to develop plans for customer account growth through upselling and cross-selling. (Required)
• Problem Solving: Proficient in identifying challenges and coordinating resources to deliver effective solutions. (Required)
• Leadership: Experience in leading teams and managing a distributed workforce to achieve business objectives. (Required)
• Analytics: Ability to analyze customer data to uncover trends and opportunities for business improvement. (Required)
• Business Acumen: Strong understanding of business operations and the impact of customer success on overall performance. (Required)
• Telecommunications: Knowledge of the telecommunications industry, particularly in wireless technologies, to properly cater to client needs. (Required)

Licenses and Certifications

• Certified Customer Experience Professional (CCXP): Validates expertise in customer experience management, enhancing skills in customer journey mapping and strategic alignment to business goals. (Preferred)
• Project Management Professional (PMP): Demonstrates proficiency in project management, crucial for managing cross-functional teams and complex customer engagements. (Preferred)
• Certified Sales Executive (CSE): 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

No travel required.

DOT Regulated

Not a DOT regulated position.

Safety Sensitive Position

Not a safety-sensitive position.

Compensation

Base Pay Range: $87,100 - $157,200. This range represents the general base pay for a successful candidate. The actual pay will be determined based on various factors such as work location, qualifications, and experience, and may vary within this range.

At T-Mobile, employees in regular, non-temporary positions are eligible for an annual bonus or periodic sales incentives based on their role. Most Corporate employees can receive a year-end bonus based on company and/or individual performance. In Customer Care, certain positions may be eligible for monthly bonuses based on individual and/or team performance.

Benefits

At T-Mobile, our benefits reflect our commitment to One Team, Together! We work to ensure our benefits adapt to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We provide comprehensive coverage including medical, dental and vision insurance, flexible spending accounts, 401(k), employee stock grants, employee stock purchase plans, paid time off, and up to 12 paid holidays annually. Additional benefits include paid parental and family leave, childcare support, tuition assistance, short- and long-term disability, and voluntary insurance options. Eligible employees can also access discounts on mobile service and home internet, along with other employee benefits.

Career Growth

At T-Mobile, we believe in growth! Part of being on our team means acknowledging that there is no corporate ladder, just a jungle gym of possibilities. We are dedicated to helping our employees build their careers because that shared ambition to aim high propels our business and culture forward. By applying for this position, you embrace our values while investing in your career progress—and we support you in that journey. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer committed to diversity and inclusion. All employment decisions are made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, any physical or mental disability, or any other protected characteristic. Discrimination, retaliation, or harassment based on these factors is inconsistent with our business practices and will not be tolerated.

If you are an individual with a disability needing reasonable accommodation during the application or interview process, please inform us. Note that this contact is not for job inquiries.