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Sr. Customer Success Manager
2 months ago
Position Title: Sr. Customer Success Manager
Your role
Digital Realty's Customer Success Operations team is the front-line for all things pertaining to our customer's experience. In the Senior Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest and most strategic 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 Sr. Leaders internally and from the world's largest companies. As a Sr. Manager, you will be expected to model our core values and mentor more junior members of the team to ensure we provide best in class service while managing our aggressive growth strategy to Double Digital. This role may or may not support global companies, and you will be expected to be flexible in your approach to meet their demands. This position is not a typical 9-5 and you may have to meet with customers early morning, late afternoon, etc. If you thrive in an environment of multiple priorities and tight deadlines, we encourage you to apply. Traveling up to 20% can be required but is often flexible.
What you'll do
* 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, Customer Business Reviews, Identifying future growth and retention opportunities, KPI/SLA Tracking, and Escalation Management.
* Leverage and build relationships with customers and internal teams while utilizing our in-house tools/scorecards to ensure we are meeting all customer requirements and identifying ways to improve their experience with the company. Meet with customers to ensure we are aligned with their needs and doing pulse checks.
Proficiency in the following competencies:
* 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, can push back 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)
What you'll need
Bachelor's degree in business, Marketing or a related field from a 4-year accredited university is a plus along with 5-10 Years' Operations Experience, preferably working within Tech, Telecom, Data Center, Network Operations, or a related field.
Strong Understanding of Data Center Ops is a plus (e.g. - Fire Safety, Mechanical, Electrical) and the ability understand and prioritize customer needs.
* Microsoft Office Suite
* Yardi
* FNT
* DCIM
* Qualtrics
* Salesforce
* ServiceNow
* Microsoft BI
* Oracle
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.
A bit about our Digital team
Our Operations team keeps our customers' infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.
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.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
This is an exciting time to join our business so apply now and make your mark on our future.
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.
