Senior Customer Success Manager

AT&T•Houston, TX

About The Position

Overall Purpose: Serve as the primary post-sale consultative partner, leveraging in-depth industry and product knowledge to drive customer satisfaction, maximize product value, and ensure effective adoption and utilization, ultimately enhancing client relationships and delivering measurable business outcomes.

Requirements

Bachelor’s degree (BS/BA) desired.
3+ years of related experience.
Certification is required in some areas.

Responsibilities

Customer Relationship Management: Serve as the primary point of contact for customers, fostering long-term relationships to become a trusted advisor, and staying proactively engaged to ensure the product or service is functioning as intended and adding expected value.
Product Expertise and Strategic Recommendations: Leverage deep knowledge of client industries, products, and market roles to provide expert guidance, enhance customer awareness, and make strategic product recommendations, while identifying renewals, migrations, upsell, and cross-sell opportunities to achieve desired customer outcomes.
Performance Tracking and Strategic Development: Monitor customer usage, satisfaction, risk, and success metrics, providing regular reports and insights, and assisting in the development of strategic direction and positioning of focused projects to drive customer engagement, retention, and growth.
Knowledge Transfer and Feedback Loop: Conduct knowledge transfer through delivering training and minimal technical guidance, providing feedback to product development teams on service offering improvements, and conducting complex work, unsupervised, with extensive latitude for independent judgment.

Benefits

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone