Client Success Manager

This is a fully remote position, open to applicants in Iowa, +3 more states.

📋 Description

• Act as the main post-sales point of contact for designated government and enterprise accounts.

• Champion customer requirements within internal teams and foster executive-level client relationships.

• Manage customer onboarding, training, and product utilization.

• Inform customers about T-Mobile for Business offerings, services, and self-service tools like Account Hub.

• Create customer success plans and perform regular health assessments.

• Track account performance, usage, service quality, billing, and NPS metrics.

• Conduct success reviews and quarterly business reviews (QBRs), presenting performance data and insights to executives.

• Propose action plans to address service deficiencies and changing needs.

• Take ownership of customer issues and facilitate cross-functional resolutions.

• Record interactions and ensure compliance with service standards.

• Formulate retention and renewal strategies to prevent customer churn.

• Oversee contract renewals, negotiate terms, and finalize agreements.

• Identify and implement cross-sell and upsell opportunities.

• Collaborate with Sales and Solutions Engineering to prepare proposals for new solutions.

• Sustain or increase customer revenue and account value.

⛳️ Requirements

• 4–7 years of experience in managing customer relationships and account management within Government, Strategic, or Enterprise business sectors.

• 2–4 years of experience coordinating with sales, engineering, support, and operations to fulfill contract obligations and resolve issues.

• Exceptional skills in managing executive-level client relationships.

• Capability to coordinate relationships across different functions.

• Strategic approach to account growth through upselling and cross-selling initiatives.

• Strong problem-solving skills and ability to coordinate resources effectively.

• Experience in leading teams and managing a distributed workforce.

• Proficient in analyzing customer data, trends, and opportunities.

• Strong business acumen.

• Knowledge of the telecommunications industry, especially wireless technologies.

• Must be at least 18 years old.

• Legally authorized to work in the United States.

• Bachelor's or master's/advanced degree in Business Administration, Management, or a related field preferred.

• CCXP, PMP, or CSE certification preferred.

🏝️ Benefits

• Annual stock grant.

• Employee stock purchase plan.

• 401(k).

• Access to free, year-round money coaches.

• Comprehensive medical, dental, and vision insurance.

• Flexible spending account.

• Paid time off.

• Up to 12 paid holidays.

• Paid parental and family leave.

• Family building benefits.

• Back-up care services.

• Enhanced family support.

• Childcare subsidies.

• Tuition assistance.

• College coaching services.

• Short- and long-term disability coverage.

• Voluntary AD&D coverage.

• Voluntary accident coverage.

• Voluntary life insurance.

• Voluntary disability insurance.

• Voluntary long-term care insurance.

• Discounts on mobile service and home internet.

• Pet insurance.

• Commuter and transit programs.

• Opportunities for career growth.