Senior Customer Success Manager

Digital Realty's Customer Operations team is the front-line for all things pertaining to our customer's experience. In the Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest customers. The successful candidate for this role will have a strong working knowledge of Data Center Operations, exert strong executive presence and be comfortable interacting with Senior Leaders from the world's largest companies on a regular basis.

Job Description

Your role

Accountable for overall post sales customer health for in scope customers across:

1. Client Engagement – Meeting cadence, attendance, frequency

2. Service Management – SLA attainment including implementation and support risk.

3. Financial Health – Aged debt and churn risk

4. Product utilization – Customer consumption and awareness gap

• Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.

• Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes.

• Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.

• Interlock with Implementation teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.

• Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.

• Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriated informed.

• Identify 'at risk' renewals and potential churn ensuring awareness across accountable internal functional teams.

• Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners

What you'll need

• Bachelor's degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship

• Minimum 5+ years of experience in a customer facing roles in 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.

• Levels of CSM will vary based on the customer type and expertise.

Soft Skills:

• Ability to interface with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators.

• Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.

• Committed, high energy, self-motivated and passionate for service excellence and customer focused.

• Ability to act on their own initiative and with minimal supervision.

• Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling)

NOTES:

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 of personnel so classified.

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 other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings 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.