Customer Success Manager (1 year FTC)

Your role

• 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

• Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
• Interlock with Implementation Services 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 Quality Management Environment and Health & Safety Responsibility Matrix
• Participates in the Global Customer Success community.

• Interface with Operations Management Team and contributes actively beyond the own responsibility areas.

What youll need

• Bachelors 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 center 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.