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Global Customer Success Manager
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Global Customer Success Manager - Network - AMER Your role 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 appropriately 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. Participates in the Global Customer Success community. Interface with Operations Management Team and contributes actively beyond the own responsibility areas. Position reports directly to the Regional Customer Success Lead. Key interfaces exist with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators. Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components. 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. Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity. Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so). Committed, high energy, self-motivated and passionate for service excellence and customer focused. Has the ability to act on their own initiative and with minimal supervision. Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling). Has good organizational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our customers. Levels of CSM will vary based on the customer type and expertise as per below. 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 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. 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. 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. 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. #J-18808-Ljbffr
