Sr Enterprise Customer Success Manager - LA28 Olympics

T-Mobile • Los Angeles, CA

16d

About The Position

This role is a highly strategic, executive-facing leadership position within T-Mobile for Business, purpose-built to own and drive the exceptionally complex, high-visibility commercial and operational ecosystem of a single, highly strategic enterprise customer. The Senior Enterprise Customer Success Manager holds end-to-end accountability for customer success strategy, serving as the primary executive liaison, commercial intake authority, and orchestration lead across all customer-facing initiatives. This role leads cross-functional engagement across internal and external stakeholders, including executive leadership, organizing committees, affiliates, sponsor partners, athletes, and country-represented delegations. Acting as the central point of strategic alignment, the Senior Enterprise Customer Success Manager anticipates enterprise-level risks and opportunities, influences outcomes without direct authority, and ensures delivery against business, operational, and reputational objectives. The role operates with a high degree of autonomy and executive trust, regularly engaging senior leaders and accountable project owners across a complex, matrixed organization to drive prioritization, resolve escalations, and enable informed decision-making at the enterprise level. Operating at the intersection of enterprise sales execution, technical solutioning, and operational governance, the Intake Specialist ensures a seamless, coordinated, and premium experience across all service interactions. The role translates highly customized, non-standard customer needs into structured, executable commercial and operational pathways by aligning external stakeholders with internal T-Mobile sales, engineering, product, legal, billing, and delivery teams. Role Scope and Strategic Impact This position demands an exceptional critical thinker with strong technical sales fluency, capable of navigating ambiguity, compressing aggressive timelines, and driving outcomes in a fast-moving, matrixed environment. The Intake Specialist functions as both a commercial strategist and execution leader—owning intake through delivery while proactively shaping solution bundles, sequencing recommendations, and readiness strategies across multiple customer segments and affiliates. Key responsibilities include: • End-to-End Commercial Intake Leadership: Lead intake and lifecycle management of specialized requests, including requirements clarification, scope validation, dependency identification, and prioritization across concurrent initiatives. • Complex Solution Coordination and Matrix Leadership: Orchestrate cross-functional solution formation across sales engineering, network, product, operations, billing, and legal teams—often without direct authority—ensuring alignment to contractual obligations, technical feasibility, and delivery timelines. • Advanced Technical Sales & Solution Bundling: Provide consultative, technically informed recommendations on solution design, bundling, sequencing, and positioning to support diverse use cases spanning athletes, venues, affiliates, sponsors, and international delegations. • High-Velocity Execution and Executive Readiness: Operate effectively within highly aggressive, externally visible timelines, delivering executive-ready communications, presentations, and status updates that clearly articulate risks, tradeoffs, and path-to-green decisions. • Commercial Governance and Operational Rigor: Maintain precise account documentation and intake records, support specific commercial bundle models, and oversee billing, invoicing, and financial alignment. Lead planning efforts for RF requirements, venue blueprints, and coordinated deployment strategies across multiple sites. • Performance Tracking and Ecosystem Enablement: Enable account governance through detailed activity tracking, performance reporting, and continuous optimization of intake and delivery processes to ensure scalability, compliance, and service excellence. Value Proposition By converting complex, bespoke demands into disciplined, repeatable, and compliant operational motions, the Customer Sales Success Intake Specialist plays a critical role in protecting T-Mobile's brand, commercial outcomes, and delivery excellence on a global stage. This role consistently delivers a premium enterprise customer experience while enabling T-Mobile to operate at Olympic-scale complexity with precision, speed, and confidence.

Requirements

• Bachelor's Degree Business, Engineering, Applied Science, Finance (Preferred) Plus 3 years of related experience OR advanced degree with 1 year of related experience OR equivalent combination (Required)
• Customer Engagement Ability to manage professional relationships with enterprise customers, partners, and stakeholders (Required)
• Intake & Process Management: Strong capability to translate requests into structured operational workflows (Required)
• Communication Clear verbal and written communication with both external customers and internal teams (Required)
• Project Coordination Ability to manage timelines, dependencies, and multi-team execution (Required)
• Problem Solving Ability to resolve complex, non-standard customer and operational issues (Required)
• Analytics & Reporting: Experience producing account activity reports and operational metrics (Required)
• Microsoft Office Proficiency in Excel, PowerPoint, Word, and reporting tools (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Responsibilities

• Serve as the primary point of contact for a highly strategic single customer, affiliates, sponsors, partners, and athletes, managing ongoing communication and relationship coordination
• Lead intake of customer, partner, and athlete requests, clarifying scope, requirements, timelines, and service expectations
• Proactively communicate status updates, risks, and resolution paths to customers and partners
• Manage intake workflows, project tracking, and cross-functional coordination with Sales, Operations, Finance, Legal, and Program Management teams
• Support billing, invoicing validation, account reconciliations, and resolution of account-related inquiries
• Develop and maintain account activity reports, intake metrics, and operational performance summaries
• Provide light project management support for complex or multi-workstream initiatives
• Maintain accurate account documentation, intake records, and compliance with operational requirements

Benefits

• Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches.
• Employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role.
• Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year.
• Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
• Full and part-time employees have access to the same benefits when eligible.
• We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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, and voluntary long-term care insurance.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level