Customer Success Manager
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Job Description
The Customer Success Manager leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
What you'll do
Accountable for overall post sales customer health for in scope customers across:
Client Engagement - Meeting cadence, attendance, frequency
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 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.
Coordination of post RFS customer audits through to successful conclusion
Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
Managing service-related customer escalations and complaints including their recording, management,
escalation, and resolution
Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners
Adhere to the QHSSE Responsibility Matrix
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
centre, 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.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Apply today, take charge of your career and grow your talents with us.
A bit about us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.