T-Ads Customer Success Manager

tmobile; New York (NY); On-site; USD 57,000 - 113,000; Full time

Job summary

T-Mobile in New York is seeking a Customer Success Manager to nurture relationships, understand customer needs, and ensure satisfaction with our services, driving retention and loyalty. You will work with cross-functional teams to tailor solutions.

The role requires a Bachelor's degree plus 3 years of related work experience (or advanced degree with 1 year) and a proven track record in CRM and account management in telecom/tech. Competitive pay and comprehensive benefits await.

Qualifications

• Bachelor's degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience
• OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Management, Business Administration or Customer Relationship Management or related field (Preferred)
• 4-7 years Experience in customer relationship management or account management, specifically in a telecommunications or technology-focused industry (Preferred)
• 2-4 years Proven track record of improving customer satisfaction and retention through personalized service and strategic account planning (Preferred)
• 2-4 years Experience collaborating with cross-functional teams to develop customer-centric solutions (Preferred)

Responsibilities

• Lead customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Analyze customer usage patterns to provide strategic insights and recommendations for service improvement
• Collaborate with internal teams to tailor solutions that meet specific customer requirements
• Address customer issues proactively to ensure high levels of satisfaction and retention
• Monitor customer feedback and coordinate with relevant departments to enhance service delivery
• Engage in regular communication with customers to understand and assess their needs
• Develops and implements customer retention strategies to foster loyalty and long-term engagement

Skills

CRM

Customer success

Data analysis

Strategic thinking

Communication

Project management

Cross-functional collaboration

Account management

Business acumen

Education

Bachelor's degree

Advanced degree

Equivalent experience

Job description

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 Customer Success Manager at T-Mobile is instrumental in nurturing and enhancing customer relationships. This role focuses on understanding customer needs and ensuring their satisfaction with our services, thereby directly impacting customer retention and loyalty. By collaborating with various internal teams, the Customer Success Manager helps to tailor solutions that meet specific customer requirements, improving overall service delivery. Their proactive approach in addressing customer issues and their strategic insights into customer usage patterns contribute significantly to T-Mobile's business growth. Ultimately, the Customer Success Manager plays a crucial role in upholding T-Mobile's commitment to providing outstanding customer service.

Job Responsibilities

• Successfully lead customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Analyzes customer usage patterns to provide strategic insights and recommendations for service improvement
• Collaborates with internal teams to tailor solutions that meet specific customer requirements
• Addresses customer issues proactively to ensure high levels of satisfaction and retention
• Monitors customer feedback and coordinates with relevant departments to enhance service delivery
• Engages in regular communication with customers to understand and assess their needs
• Develops and implements customer retention strategies to foster loyalty and long-term engagement

Education and Work Experience

• Bachelor's Degree plus 3 years of related work experience
• OR advanced degree with 1 year of related work experience
• OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Management, Business Administration or Customer Relationship Management or related field . (Preferred)
• 4-7 years Experience in customer relationship management or account management, specifically in a telecommunications or technology-focused industry (Preferred)
• 2-4 years Proven track record of improving customer satisfaction and retention through personalized service and strategic account planning (Preferred)
• 2-4 years Experience collaborating with cross-functional teams to develop customer-centric solutions (Preferred)

Knowledge, Skills and Abilities

• Business Management (Required)
• Communication (Required)
• Customer Communications (Required)
• Customer Problem Solving (Required)
• Customer Relationship Management (CRM) (Required)
• Customer Success Management (CSM) (Required)
• Data Analysis (Required)
• Project Management (Required)
• Strategic Thinking (Required)

Licenses and Certifications

• Certified Customer Experience Professional (CCXP) A globally recognized certification that validates expertise in customer experience disciplines, including customer retention and satisfaction. (Preferred)

Eligibility

• At least 18 years of age
• Legally authorized to work in the United States

Travel

• Travel Required (Yes/No): No

DOT Regulated

• DOT Regulated Position (Yes/No): No
• Safety Sensitive Position (Yes/No): No

Compensation

• Total Target Cash Earnings Opportunity: $65,090 - $130,295
• National Base Pay Range: $56,600 - $113,300

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ370203¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

Benefits

At T-Mobile, our benefits exem