Lead Customer Success Manager

AT&T; Des Plaines (IL); On-site; USD 105,000 - 211,000; Full time

Job summary

Join a forward-thinking company that is redefining connectivity and transforming customer experiences. In this role, you will serve as a primary post-sale consultative partner, leveraging your expertise to enhance customer satisfaction and ensure effective product adoption. You will engage with clients, providing strategic recommendations and monitoring performance metrics to drive growth and retention. This is an exciting opportunity to make a significant impact in a dynamic environment where your contributions will shape the future of communication technology.

Benefits

Medical/Dental/Vision coverage

401(k) plan

Tuition reimbursement program

Paid Time Off and Holidays

Paid Parental Leave

Disability Benefits

Employee Assistance Programs (EAP)

Employee discounts on AT&T services

Qualifications

• 5+ years of related experience required.
• Certification may be required in some areas.

Responsibilities

• Serve as primary contact for customers, fostering long-term relationships.
• Leverage product knowledge to enhance customer satisfaction and drive value.
• Monitor and report on customer usage and satisfaction metrics.

Skills

Customer Relationship Management

Product Expertise

Performance Tracking

Knowledge Transfer

Education

Bachelor’s degree (BS/BA)

Job description

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.

Join AT&T and reimagine the communications and technologies that connect the world. Our Consumer Technology experience team is delivering innovative and reliable technology solutions to power differentiated, simplified customer experiences. Bring your bold ideas and fearless risk-taking to redefine connectivity and transform how the world shares stories and experiences that matter. When you step into a career with AT&T, you won’t just imagine the future-you’ll create it.

Serve as the primary post-sale consultative partner, leveraging in-depth industry and product knowledge to drive customer satisfaction, maximize product value, and ensure effective adoption and utilization, ultimately enhancing client relationships and delivering measurable business outcomes.

Key Roles and Responsibilities:

1. Customer Relationship Management: Serve as the primary point of contact for customers, fostering long-term relationships to become a trusted advisor, and staying proactively engaged to ensure the product or service is functioning as intended and adding expected value.
2. Product Expertise and Strategic Recommendations: Leverage deep knowledge of client industries, products, and market roles to provide expert guidance, enhance customer awareness, and make strategic product recommendations, while identifying renewals, migrations, upsell, and cross-sell opportunities to achieve desired customer outcomes.
3. Performance Tracking and Strategic Development: Monitor customer usage, satisfaction, risk, and success metrics, providing regular reports and insights, and assisting in the development of strategic direction and positioning of focused projects to drive customer engagement, retention, and growth.
4. Knowledge Transfer and Feedback Loop: Conduct knowledge transfer through delivering training and minimal technical guidance, providing feedback to product development teams on service offering improvements, and conducting complex work, unsupervised, with extensive latitude for independent judgment.

Job Contribution:

1. An experienced professional, recognized as an expert, creatively resolving complex issues with broad and in-depth knowledge.
2. Leads significant projects with strategic autonomy, influencing executive decisions.
3. Mentors less experienced staff, implements long-term plans impacting the organization, and frequently collaborates with senior leadership.

Education/Experience:

1. Bachelor’s degree (BS/BA) desired.
2. 5+ years of related experience.
3. Certification is required in some areas.

Supervisor:

No

Our Lead Customer Success Manager, earn between $130,700 - $196,100. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

1. Medical/Dental/Vision coverage
2. 401(k) plan
3. Tuition reimbursement program
4. Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
5. Paid Parental Leave
6. Paid Caregiver Leave
7. Additional sick leave beyond what state and local law require may be available but is unprotected
8. Adoption Reimbursement
9. Disability Benefits (short term and long term)
10. Life and Accidental Death Insurance
11. Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
12. Employee Assistance Programs (EAP)
13. Extensive employee wellness programs
14. Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

A career with us, a global leader in communications and technology, comes with big rewards. As part of our team, you’ll lead transformation surrounded by trailblazing industry leaders like you. You’ll be empowered to go above and beyond – making a difference through company-sponsored initiatives or connecting and networking through one of our many employee groups.

And regardless of where you’re at in your career trajectory, you’ll be rewarded by the impact that comes with making a difference in the lives of millions.

With AT&T, you’ll be a part of something greater, do incredible things and be rewarded with a chance to change the world.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, State, and local laws.

Ready to close the deal on a career with AT&T?

Apply today.

Weekly Hours:

40

Time Type:

Regular

Location:

Middletown, New Jersey

Salary Range:

$105,000.00 - $210,100.00

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.

AT&T will consider for employment qualified applicants in a manner consistent with the requirements of federal, state and local laws

We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.