Your role
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.
What you’ll do
· An ambassador – You will be an advocate for our customers. collaborate and align across global functions with complete transparency
· A catalyst – You will spark initiatives of change, success, and consistency
· A driver – You will be a reliable driver. We are on it, and we own it with a sense of urgency
· Owner – You will proactively communicate well and follow-through until we close the loop. You will exemplify trustworthiness and accountability
· A difference maker to our Customers and our Stakeholders
· Maintain a wholistic understanding of your customers portfolio; be proactive in anticipating their needs
· Execute life-cycle events throughout customer’s time with the company, including Closed Loop Management, Onboarding, Training, Implementation, Service Reviews, KPI/SLA Tracking, Escalations Management
· Leverage your relationship with customers along with our in-house tools/scorecards to ensure we are meeting all customer requirements and identifying ways to improve their experience with the company. Regularly meet with customers to ensure we are aligned with their needs.
· Partner with our Sales and Portfolio teams to execute renewal agreements and identify customer customers that may be candidates for expansion to colo, scale and/or hyperscale solutions.
· Proficiency in following competencies
· Critical Awareness (Exceptional organizational skills, Sense of Urgency, Time Management , Ensures accountability)
· Corporate Acumen (Executive savviness, Financial acumen, Thinking Global, Thinking about sales without being in sales)
· Communications (Responsive and Reliable, Sets expectations early and follows through often, Says no when appropriate, Solid written and verbal communications)
· Conflict Resolution (Deals well with conflict, Problem solver, Growth mind-set, Maintaining a positive attitude)
· Collaborative (Cross-functionally aligned, Trustworthy, Leveraging resources wisely, Self-awareness)
· and many more....
What you’ll need
· Bachelor’s degree in business, Marketing, IT/Engineering or a related field from a 4-year accredited university
· 5-7 Years’ Operations Experience, preferably working within Tech, Telecom, Network Operations or a related field
· Strong Understanding of Data Center Ops (e.g. – Fire Safety, Mechanical, Electrical) and the ability understand customer needs
· Proficiency in Microsoft Office Suite
· Familiarity with the following systems (Preferred but not required)
o SAP
o Yardi
o FNT
o DCIM
o Qualtrics
o Salesforce
o ServiceNow
o Microsoft BI
o Oracle
o Gainsight
