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Customer Success Manager

Company: T-Mobile
Location: Bellevue
Posted on: June 1, 2024

Job Description:

Be unstoppable with us!T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we're shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won't stop!Are you looking to get in on the ground floor of a new Data and AI business at the un-carrier? Are you customer obsessed and curious by nature? If yes, then joining the Data and AI team as the next Customer Success Manager at T-Mobile is the perfect position. This role is crucial in ensuring customer satisfaction and fostering long-term relationships in a fast-growing space. This role will be responsible for customer value creation and satisfaction while maximizing revenue through base retention. You will leverage your knowledge of T-Mobile's Data and AI products and services to provide personalized solutions and world-class support to our customers.

Core functions of this role include: Customer Journey Optimization, Lifetime Value Growth, Client Account Solutions, Customer advocacy and retention, and Operational Excellence. This role involves anticipating customer needs, resolving issues, and acting as the main point of contact for customers. You will be working with customers to drive their business forward while helping them achieve business outcomes and objectives. By working closely with various internal teams, you will contribute to the continuous improvement of customer service strategies and the products we develop. Your efforts directly impact T-Mobile's customer retention and revenue growth, reinforcing our commitment to delivering unparalleled customer experiences.Un-carrier Responsibilities:

  • Treat your customers as your own business by establishing mutual objectives, achieving those objectives through execution, and continuously learning and improving.
  • Manage the onboarding process for each new customer, from technical evaluation onward.
  • Attend client meetings to provide thought leadership and strategic guidance; manage customer escalations as the business owner for their success.
  • Ensure customer satisfaction by anticipating their needs and providing personalized solutions.
  • Become a trusted advisor to your customers by fostering long-term relationships with unrivaled support, customer love and engagement.
  • Through your unique knowledge of T-Mobile's Data and AI products find new and creative and new ways to enhance the customer experience and enable them to achieve their business goals.
  • Bring a collaborative mindset to successfully engage with internal teams to improve customer service strategies.
  • Participate in other duties or projects as assigned by business management as needed.Education:
    • Bachelor's Degree Business, Marketing, or a related field (preferred)
    • Master's Degree Business Administration or Customer Relationship Management (preferred)Work Experience:
      • 4-7 years experience in customer service or customer success roles, preferably in the data and/or AI space
      • 4-7 years experience in identifying customer needs and providing personalized solutions, preferably in the data and/or AI space
      • 4-7 years experience in working with internal teams to improve customer service strategies, preferably in the data and/or AI spaceKnowledge, Skills and Abilities:
        • Customer Service: Strong customer relationship management skills at an executive level. (required)
        • Customer Satisfaction: Documented Customer Success practices in client and/or agency environments; professional services and marketing disciplines a plus. (required)
        • Executive Level Presentations: Proven ability to work with high level executives and deliver outstanding results. (required)
        • Organization: Holds strong operational skills to drive organizational efficiencies and customer satisfaction. (required)Licenses and Certifications:
          • Certified Customer Success Manager (preferred)
          • Project Management Professional (PMP) (preferred)
          • Certified Professional in Learning and Performance (CPLP) (preferred)* At least 18 years of age* Legally authorized to work in the United StatesTravel:Travel Required (Yes/No):DOT Regulated:DOT Regulated Position (Yes/No):NoSafety Sensitive Position (Yes/No):NoWashington Pay Range : $99,500.00 - $134,600.00The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant.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 paid 12 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 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---.--- Never stop growing!T-Mobile 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.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.

Keywords: T-Mobile, Bellevue , Customer Success Manager, Executive , Bellevue, Washington

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