Client Success Manager- Strategic

T-Mobile•Maitland, FL

About The Position

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. By identifying upsell and cross-sell opportunities, the Client Success Manager works closely with sales teams to develop strategies that increase account value. Acting as a customer advocate, this role coordinates with multiple departments including sales, engineering, support, and operations to meet contract commitments and resolve issues. Through strategic business reviews and building trusted executive relationships, the Client Success Manager fosters long-term partnerships and enhances client loyalty.

Requirements

4-7 years Managing customer relationships and account management in business segments such as Government, Strategic, or Enterprise
2-4 years Coordinating with multiple departments such as sales, engineering, support, and operations to meet contract commitments and resolve issues
Strong skills in managing client relationships at an executive level, ensuring customer satisfaction and loyalty.
Ability to coordinate with multiple departments such as sales, engineering, support, and operations to meet customer needs and resolve issues.
Capability to develop strategic plans for customer account growth through upselling and cross-selling.
Proficient in identifying problems and coordinating resources to provide effective solutions.
Experience in leading teams and managing a distributed workforce to achieve business goals.
Ability to analyze customer data to identify trends and opportunities for business improvement.
Strong understanding of business operations and the impact of customer success on overall business performance.
Knowledge of telecommunications industry, particularly in wireless technologies, to better understand and serve client needs.
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Bachelor's Degree Business Administration, Management, or related field
Master's/Advanced Degree Business Administration, Management, or related field
2-4 years Collaborating with sales teams to identify upsell and cross-sell opportunities and develop strategies to increase account value
Certified Customer Experience Professional (CCXP): Certification that validates expertise in customer experience management, enhancing skills in customer journey mapping, and strategic alignment to business goals.
Project Management Professional (PMP) Certification by the Project Management Institute that demonstrates proficiency in project management, crucial for managing cross-functional teams and complex customer engagements.
Certified Sales Executive (CSE) Certification that provides advanced knowledge in sales management, strategic planning, and execution, beneficial for identifying upsell and cross-sell opportunities.

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.
Build and maintain executive-level relationships with client stakeholders to foster trust, understand business goals, and drive customer satisfaction and loyalty.
Onboarding Product Adoption – Oversee new customer onboarding and training to guarantee a smooth implementation from Day 0 onward.
Educate customers on T-Mobile for Business products, services, and self-service tools (e.g. Account Hub) to accelerate product and solution adoption, ensuring clients realize full value from their investments.
Develop customer success plans and conduct regular health checks.
Account Health Monitoring Reviews – Proactively monitor account performance and health indicators (usage trends, service quality, billing, NPS, etc.) to identify signs of risk or opportunity.
Lead regular success reviews and QBRs, presenting key performance metrics and insights to client executives.
Recommend action plans to address service gaps or evolving needs.
Issue Resolution Cross-Functional Coordination – Take ownership of customer issues and coordinate cross-functional resolution, engaging internal experts to troubleshoot and swiftly resolve problems.
Act as the customer champion in internal discussions, documenting interactions and ensuring service levels are met.
Drive timely resolutions to maintain operational continuity.
Retention Renewal Management – Develop and execute strategies to retain customers and secure renewals, mitigating churn.
Analyze account health data to identify at-risk accounts or partial disconnect requests and address root causes proactively.
Lead contract renewal processes, negotiate terms, and finalize agreements that maintain or grow revenue.
Account Growth Upsell – Drive account expansion by identifying and executing cross-sell and upsell opportunities based on customer needs and usage data.
Prepare and present proposals for new solutions, partnering with Sales and Solutions Engineering on complex opportunities that align with customer goals.