Customer Success Manager at RoomRaccoon helping hotel partners maximize value and drive growth opportunities. Collaborating with various departments to ensure a seamless customer journey and product usage.
About the role
- Client Success Manager at T-Mobile focused on enhancing relationships within Government and Enterprise segments. Managing onboarding, ongoing support, and account growth for strategic business clients.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- Bachelor's Degree Business Administration, Management, or related field (Preferred)
- Master's/Advanced Degree Business Administration, Management, or related field (Preferred)
- 4-7 years Managing customer relationships and account management in business segments such as Government, Strategic, or Enterprise (Required)
- 2-4 years Coordinating with multiple departments such as sales, engineering, support, and operations to meet contract commitments and resolve issues (Required)
- 2-4 years Collaborating with sales teams to identify upsell and cross-sell opportunities and develop strategies to increase account value (Preferred)
- Client Relationship Management Strong skills in managing client relationships at an executive level, ensuring customer satisfaction and loyalty. (Required)
- Cross Functional Relationships Ability to coordinate with multiple departments such as sales, engineering, support, and operations to meet customer needs and resolve issues. (Required)
- Strategic Thinking Capability to develop strategic plans for customer account growth through upselling and cross-selling. (Required)
- Problem Solving Proficient in identifying problems and coordinating resources to provide effective solutions. (Required)
- Leadership Experience in leading teams and managing a distributed workforce to achieve business goals. (Required)
- Analytics Ability to analyze customer data to identify trends and opportunities for business improvement. (Required)
- Business Acumen Strong understanding of business operations and the impact of customer success on overall business performance. (Required)
- Telecommunications Knowledge of telecommunications industry, particularly in wireless technologies, to better understand and serve client needs. (Required)
Benefits
- medical, dental and vision insurance
- flexible spending account
- 401(k)
- employee stock grants
- employee stock purchase plan
- paid time off and up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up care
- enhanced family support
- childcare subsidy
- tuition assistance and 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
- access to commuter and transit programs
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