Senior Customer Success Manager

Job DescriptionDigital Realty’s Customer Operations team is the front‑line for all aspects of our customers’ experience. In the Senior Customer Success Manager role, you will provide high‑touch, white‑glove service to some of our largest customers. The successful candidate will have strong working knowledge of data center operations, executive presence, and be comfortable interacting with senior leaders from the world’s largest companies on a regular basis.Your RoleAccountable for overall post‑sales customer health for in‑scope customers across:Service Management – SLA attainment including implementation and support risk.Financial Health – Aged debt and churn risk.Product utilization – Customer consumption and awareness gap.Leading regular customer‑facing service reviews with reporting aligned to contractual and Digital Realty standards.Increasing customer awareness of organizational changes, new and existing product bulletins, and system, process & policy changes.Contractual SLA attainment tracking, including penalty review and validation.Interlocking with implementation teams for post‑sales onboarding for new deployments, successfully introducing customers to Digital Realty product and services.Increasing internal functional team awareness of enhanced customer operational requirements through customer playbooks.Enhanced “red event” customer communication during & after incidents to ensure key internal and customer stakeholders are appropriately informed.Identifying at‑risk renewals and potential churn to ensure awareness across accountable internal functional teams.Identifying and driving opportunities for service improvement through accountable functional teams and process owners.What You’ll NeedBachelor’s degree in Business, IT, Engineering, or related discipline, or equivalent work experience in customer relationship management.Minimum 5+ years of experience in customer‑facing roles within a service company, preferably a utility, data center, IT, or telecommunications company.Experience with service management, preferably of more complex international customers.ITIL qualifications and experience are preferred.Soft SkillsAbility to interface with internal functional teams in operations, implementation, sales, finance, and segment as well as external contact with customers and integrators.Problem‑solving ability – breaking down problems, understanding underlying issues, simplifying complex issues, and distinguishing critical details from unimportant facts.Committed, high‑energy, self‑motivated, and passionate about service excellence and customer focus.Ability to act on own initiative and with minimal supervision.Demonstrates integrity and the ability to maintain confidentiality, particularly in relation to complaint handling.The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.Digital Realty is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or any status protected by law or company policy.Digital Realty is a publicly traded company (NYSE: DLR) with investment‑grade ratings from all three major rating agencies.Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.Apply now. #J-18808-Ljbffr