Client Success Manager

• Serve as the primary post-sales contact for assigned government and enterprise accounts
• Advocate for customer needs across internal teams and maintain executive-level client relationships
• Oversee customer onboarding and training from Day 0 onward
• Educate customers on T-Mobile for Business products, services, and self-service tools such as Account Hub
• Develop customer success plans and conduct regular health checks
• Monitor account performance and health indicators including usage, service quality, billing, and NPS
• Lead success reviews and QBRs, presenting performance metrics and insights to client executives
• Recommend action plans for service gaps and evolving customer needs
• Own customer issues and coordinate cross-functional resolution
• Document interactions and ensure service levels are met
• Develop retention and renewal strategies to mitigate churn
• Lead contract renewals, negotiate terms, and finalize agreements
• Identify and execute cross-sell and upsell opportunities
• Prepare proposals for new solutions with Sales and Solutions Engineering
• Foster long-term partnerships and enhance client loyalty

• 4–7 years managing customer relationships and account management in Government, Strategic, or Enterprise business segments (Required)
• 2–4 years coordinating with sales, engineering, support, and operations to meet contract commitments and resolve issues (Required)
• Strong executive-level client relationship management skills (Required)
• Ability to coordinate cross-functional relationships (Required)
• Strategic planning for account growth through upselling and cross-selling (Required)
• Problem identification and solution coordination (Required)
• Experience leading teams and managing a distributed workforce (Required)
• Ability to analyze customer data and identify trends and opportunities (Required)
• Strong understanding of business operations and customer success impact (Required)
• Knowledge of telecommunications, particularly wireless technologies (Required)
• Legally authorized to work in the United States
• At least 18 years of age
• Bachelor's degree in Business Administration, Management, or related field (Preferred)
• Master's/Advanced Degree in Business Administration, Management, or related field (Preferred)
• CCXP certification (Preferred)
• PMP certification (Preferred)
• CSE certification (Preferred)

Demonstrates expertise in managing customer relationships and account management within government and enterprise sectors, with a strong focus on strategic planning for account growth and customer success. Proficient in analyzing customer data to identify trends and opportunities while fostering long-term partnerships.

• Customer Relationship Management
• Cross-Functional Coordination
• Strategic Account Planning
• Data Analysis for Customer Insights
• Telecommunications Knowledge

• Account Management
• Customer Onboarding
• Performance Metrics Analysis
• Contract Negotiation
• Upselling and Cross-Selling Strategies

• Executive-Level Relationship Management
• Problem Identification and Resolution
• Team Leadership

• CCXP Certification
• PMP Certification
• CSE Certification

• Government Accounts
• Enterprise Accounts
• Wireless Technologies
• Customer Success

• Account Hub
• Customer Success Tools