Junior Customer Success Manager - (LOA)

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Job Description

Your role

We are looking for a Junior Customer Success Manager to support the end-to-end holistic delivery of the post-sales operational service for our customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.

The focus is to ensure the delivery of excellent customer experience and SLA performance and to build stronger relationships, increasing each party's understanding of the other and continuously improving the customers' operational experience.

Key Responsibilities

• To support the end-to-end holistic delivery of the post-sales operational service for our customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture leads and to oversee the Customer Success Management function and team and has full people management responsibility for the team members.
• Be accountable for developing and maintaining Customer Success relationships with other internal teams to ensure that all teams deliver on the operational elements of our contractual commitments with customers.
• Ensures an Account Knowledge Management System (AKMS) is maintained as a central repository of the data, information, and knowledge needed to manage the lifecycle of services to Customers.
• Identifies risks to Operational SLA and ensures awareness within the Operational organisation at a Country and Group level.
• Monitors outstanding Incidents and problems so that countermeasures may be introduced if service levels are likely to be breached.
• Monitors SLAs compliance and where necessary, identify actions to ensure the agreed Service Levels are maintained.
• Be responsible for customer reporting for strategic and non-strategic customers.
• Ensures customer (online and face-to-face) Service Review Meetings are performed including reporting, SLA management/monitoring, and validating SLA breaches based on contractual obligations and appropriate evidence.
• Facilitates identification of opportunities for service improvement, based on the results of service reviews and process evaluations, agreeing on these with the Operations Management Team and where necessary driving change(s) to implement improvements.
• Manages service delivery-related customer escalations and complaints including their recording, management, escalation, and resolution (including claims processing).
• Works closely with other Operation Functions like Service Planning, Service Design, Implementation Services, and Service Security as well as with other departments.
• Adheres to the QHSSE Responsibilities Matrix

. What you'll need

• Preferred work experience in customer-facing and/or service management environment in a service company, for example utility, data centre, IT, or telecommunications company.
• ITIL qualifications and experience are preferred.

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.

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. This is an exciting time to join our business so apply now and make your mark on our future.