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Sr. Manager, Customer Success Data & AI

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 at the beginning of a new Data and AI business at the un-carrier? Are you customer focused and curious by nature? If yes, then joining the Data and AI team as the Sr. Manager, Customer Success at T-Mobile is the perfect position!

This individual will report to the Vice President of Data and AI Monetization and will be responsible for leadership and direction of a team of Customer Success Managers, responsible for TFB (T-Mobile for Business) client-side value and satisfaction while increasing revenue through base retention and value creation. These core functions include: Customer Journey Optimization, Lifetime Value Growth, Client Account Solutions, Customer advocacy and retention, and Operational Excellence and Analytics & Measurement. This leader will build an impactful team with critical skills across the core set of Customer Success Management disciplines while inspiring and influencing a mentality of the Customer Success organizational vision both corporate and industry-wide. Responsible for ensuring these teams have the right structure, operating with high quality, efficiency and exude a passion for excellence across defined core functions.Job Responsibilities:

  • Inspire, recruit and develop top talent Customer Success team leaders and members who bring a customer-obsessed view to their everyday roles.
  • Provide oversight and strategic direction for all employee responsibilities for the Customer Success organization to include: creating a work environment which promotes a customer obsessed attitude, collaborative cross-functional & cross-matrixed teamwork mentality, performance-driven culture, employee success; quality hiring, training, and succession planning processes which encompass the company's diversity & inclusion commitment.
  • Provide oversight and strategic direction to Customer Success functional leaders to ensure executional excellence, inspired and positive team morale while achieving growth targets.
  • Attend client meetings to provide thought leadership and strategic guidance; manage customer escalations as the senior business owner for their success.
  • Collaborate with cross-functional teams including: sales, marketing, care, operations, product, customer experience, implementation, etc. to drive growth and gain market share by delivering a world-class experience; deliver feedback, strategic and tactical insight to leadership through customer insight, analysis and feedback loops.
  • Drive strategy to ensure measurable customer success, retention and expansion across key customer segments including: Small & Medium Business (SMB), Enterprise & Strategic.
  • Develop & execute strategic business planning methodologies in line with fiscal and capital budgets, ensures the strategy is in alignment with company organizational goals and strategies to maximize profitabilityWork Experience:
    • 7-10 years Management experience leading high-performing teams; documented success leading Customer Success roles with proven methodologies, client-side value and revenue growth. ()
    • More than 10 years Experience in a fast-paced communications environment (wireless & wireline preferred), for a large corporation or agency leading client-facing sales, account development/relationship and strategy-centric teams. ()Knowledge, Skills and Abilities:
      • Exceptional team leadership, coaching and people development skills. (Required)
      • Strong customer relationship management skills at an executive level. (Required)
      • Demonstrated ability to lead teams and successfully manage a distributed workforce. (Required)
      • Passion for growing and coaching teams with documented success on employee experience and engagement. (Required)
      • Documented Customer Success practices in both client and agency environments; professional services and marketing disciplines a plus. (Required)
      • Proven ability to work with high level executives and deliver outstanding results. (Required)
      • Holds strong operational skills to drive organizational efficiencies and customer satisfaction. (Required)
      • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning. (Required)
      • Proven ability to understand financial concepts and analyze information. (Required)
      • Exceptional verbal and written communication. (Required)Education:
        • Bachelor's Degree (Required)* At least 18 years of age
          * Legally authorized to work in the United States

          Travel:
          Travel Required (Yes/No):Yes

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

          Washington Pay Range : $142,000.00 - $192,100.00The 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 , Sr. Manager, Customer Success Data & AI, IT / Software / Systems , Bellevue, Washington

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