What are the responsibilities and job description for the Sr. Customer Success Manager position at T-Mobile?
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!
Job Overview
The Sr. Customer Success Manager (Sr. CSM) is a strategic, frontline role that directs all aspects and resources of client lifecycle support for large, complex, high-value T-Mobile Business Group (TBG) customers. As an integral leader of the account team, the Sr. CSM will possess a deep knowledge of their customers' requirements and will serve as a trusted advisor in overseeing end-to-end Day 2 Care & Technical support, championing customer outcomes, aligning process / product owners and partners, and building and implementing customer-specific success plans. They are responsible for optimizing the customer journey, fostering lifetime value growth, and providing effective client account solutions. Their role involves strategic, dotted-line oversight of aligned Care & Technical Support teams, promoting a customer-centric, outcome-driven culture. The Sr. CSM will coordinate with cross-functional partners to proactively resolve critical challenges, provide insights, increase ease-of-doing-business, and drive value growth, retention, and renewals.
Job Responsibilities :
- Lead the championing for customers' desired outcomes internally and externally (up to C-level stakeholders) by possessing a deep knowledge of their customers' requirements and overseeing the coordination & collaboration with appropriate resources to ensure their timely delivery.
- Defines Customer Success Plan, create and manage project plan(s), influence & handle variables to mitigate risk and scope creep.
- Serve as the dotted-line leader for end-to-end Day 2 Support Care & Technical Support teams to ensure proactive outcome delivery and timely resolution of critical challenges.
- Serve as lead communicator from a Day 2 perspective throughout the customer journey, by presenting to C-level stakeholders (internal / external), Key communication deliverables include creating Success / Project Plans, Executive Briefings, Root Cause Analysis documents, Business Review presentations, etc.
- Communicates risks in clear business and technical terms, providing messaging and solution options at a Senior Leadership and Executive level in both planned and ad hoc scenarios.
- Directs and coordinates teams of Sales, Operations, Care, Product and Technical contributors to ensure the on-time, within budget, successful delivery of properly scoped customer requirements and 100% customer satisfaction relative to Day 2 experience.
- Optimizes the customer journey & ease of doing business, fostering lifetime value growth.
- Also responsible for other Duties / Projects as assigned by business management as needed.
Education :
Work Experience :
Knowledge, Skills and Abilities :
Travel :
Travel Required (Yes / No) : No
DOT Regulated :
DOT Regulated Position (Yes / No) : No
Safety Sensitive Position (Yes / No) : No
Base Pay Range : $104,300 - $188,100
Corporate Bonus Target : 20%
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=REQ299406¶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 : $104,300 - $188,100
