Customer Success Manager

$99,500 - $134,600/Yr

T-Mobile US - Bellevue, WA

Full-time - Mid Level

Bellevue, WA

Telecommunications

About the position

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! Are you looking to get in on the ground floor of a new Data and AI business at the un-carrier? Are you customer obsessed and curious by nature? If yes, then joining the Data and AI team as the next Customer Success Manager at T-Mobile is the perfect position. This role is crucial in ensuring customer satisfaction and fostering long-term relationships in a fast-growing space. This role will be responsible for customer value creation and satisfaction while maximizing revenue through base retention. You will leverage your knowledge of T-Mobile's Data and AI products and services to provide personalized solutions and world-class support to our customers. Core functions of this role include: Customer Journey Optimization, Lifetime Value Growth, Client Account Solutions, Customer advocacy and retention, and Operational Excellence. This role involves anticipating customer needs, resolving issues, and acting as the main point of contact for customers. You will be working with customers to drive their business forward while helping them achieve business outcomes and objectives. By working closely with various internal teams, you will contribute to the continuous improvement of customer service strategies and the products we develop. Your efforts directly impact T-Mobile's customer retention and revenue growth, reinforcing our commitment to delivering unparalleled customer experiences.

Responsibilities

• Treat your customers as your own business by establishing mutual objectives, achieving those objectives through execution, and continuously learning and improving.
• Manage the onboarding process for each new customer, from technical evaluation onward.
• Attend client meetings to provide thought leadership and strategic guidance; manage customer escalations as the business owner for their success.
• Ensure customer satisfaction by anticipating their needs and providing personalized solutions.
• Become a trusted advisor to your customers by fostering long-term relationships with unrivaled support, customer love and engagement.
• Through your unique knowledge of T-Mobile's Data and AI products find new and creative ways to enhance the customer experience and enable them to achieve their business goals.
• Bring a collaborative mindset to successfully engage with internal teams to improve customer service strategies.
• Participate in other duties or projects as assigned by business management as needed.

Requirements

• Bachelor's Degree in Business, Marketing, or a related field (preferred)
• Master's Degree in Business Administration or Customer Relationship Management (preferred)
• 4-7 years experience in customer service or customer success roles, preferably in the data and/or AI space
• 4-7 years experience in identifying customer needs and providing personalized solutions, preferably in the data and/or AI space
• 4-7 years experience in working with internal teams to improve customer service strategies, preferably in the data and/or AI space
• Strong customer relationship management skills at an executive level (required)
• Documented Customer Success practices in client and/or agency environments; professional services and marketing disciplines a plus (required)
• Proven ability to work with high-level executives and deliver outstanding results (required)
• Holds strong operational skills to drive organizational efficiencies and customer satisfaction (required)

Nice-to-haves

• Certified Customer Success Manager (preferred)
• Project Management Professional (PMP) (preferred)
• Certified Professional in Learning and Performance (CPLP) (preferred)

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off and up to paid 12 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
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs