T-Ads Customer Success Manager

Role Overview

The Customer Success Manager at T-Mobile is instrumental in nurturing and enhancing customer relationships, focusing on understanding customer needs and ensuring their satisfaction with our services, thereby directly impacting customer retention and loyalty.

What You Will Do

Successfully lead customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities, and develop and implement customer retention strategies to foster loyalty and long-term engagement.

Why It Might Be a Fit

The Customer Success Manager plays a crucial role in upholding T-Mobile’s commitment to providing outstanding customer service, and their proactive approach in addressing customer issues and their strategic insights into customer usage patterns contribute significantly to T-Mobile’s business growth.

Requirements

• Bachelor’s Degree plus 3 years of related work experience
• OR advanced degree with 1 year of related work experience
• OR combination of education and experience deemed equivalent
• 4-7 years Experience in customer relationship management or account management, specifically in a telecommunications or technology-focused industry
• 2-4 years Proven track record of improving customer satisfaction and retention through personalized service and strategic account planning
• 2-4 years Experience collaborating with cross-functional teams to develop customer-centric solutions
• Business Management (Required)
• Communication (Required)
• Customer Communications (Required)
• Customer Problem Solving (Required)
• Customer Relationship Management (CRM) (Required)
• Customer Success Management (CSM) (Required)
• Data Analysis (Required)
• Project Management (Required)
• Strategic Thinking (Required)
• Certified Customer Experience Professional (CCXP) A globally recognized certification that validates expertise in customer experience disciplines, including customer retention and satisfaction. (Preferred)
• At least 18 years of age
• Legally authorized to work in the United States

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off
• 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
• Voluntary long-term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Commuter and transit programs

Tagged as: Data Analysis, Project Management