Customer Success Manager - Federal Government

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. 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. That's how we're UNSTOPPABLE for our employees!

The Customer Success Manager (CSM), Federal Government is a strategic, frontline role supporting a targeted portfolio of high-value T-Mobile for Government (TFG) customers. The CSM is accountable for enabling customers to improve the value of doing business with T-Mobile while realizing their desired outcomes. As an integral member of the account team, the CSM will focus on the adoption and utilization of T-Mobile products and services; drive growth initiatives; and build customer advocacy. The CSM will build and maintain positive relationships with all key partners within their assigned base. The CSM will possess a deep knowledge of their customers' requirements and will serve as a trusted advisor in building and implementing upon customer-specific success plans. The CSM will coordinate with cross-functional partners to proactively resolve critical challenges, provide insights, increase ease-of-doing-business, while driving top line revenue growth, retention, and renewals.

Job Responsibilities :

• Handle a portfolio of high-value government customers; all with complex needs.
• Collaborate with customer leadership and the account team to build a success plan inclusive of customer objectives, key partners, challenges, breakthroughs, and the metrics needed to achieve them.
• Provide project management support; partner with cross-functional team members to ensure the timely delivery of achievements and customer outcomes.
• Partner closely with Implementation team to map out customer onboarding plan and objectives.
• Anticipate and resolve customer difficulties by bringing appropriate resources and solutions to bear.
• Leverage business intelligence and insights to identify predictive indicators for utilization / churn, engagement, sentiment, and partner with internal team members to take mitigating actions.
• Prepare and conduct strategic executive briefings to key partners (customer and T-Mobile) on a regular cadence, reporting upon current industry trends; objectives; challenges; breakthroughs; and measures of success.
• Stay apprised of major changes within customer organizations and optimally leverage change leadership skills to ensure delivery of desired strategic outcomes.
• Continuously seek to improve time-to-value and ease-of-use / doing business.
• Maintain a comprehensive understanding of current and future TFB products / services; drive adoption within assigned accounts by identifying additional use cases and positioning new product / service offerings to deliver customer outcomes.
• Manically focus on growing customer retention and building advocacy.
• Proactively support contract renewal cycle.

Work Experience :

Additional Considerations :

Licenses and Certifications :

Travel :

Travel Required (Yes / No) :

DOT Regulated :

DOT Regulated Position (Yes / No) : No

Safety Sensitive Position (Yes / No) : No

Base Pay Range : $79,200 - $142,800

Corporate Bonus Target : 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, 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. To find the pay range for this role based on hiring location, https : / / paylookup.t-mobile.com / paylookup?reqID=REQ301969¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!

As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.

Salary : $79,200 - $142,800