Customer Success Manager
Customer Success Manager
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Job Description
Learn what makes QTS a unique place to grow your career!
Who We Are:
Its pretty exciting to find yourself standing in a pivotal moment in time. Its even more exciting to be out front leading it. At QTS our worldclass data centers are supporting our customers most strategic growth initiatives positioning us at the forefront of todays dynamic digital transformation.
As AI and cloud drive the demand for increased speed capacity and capability QTS has emerged as the global digital infrastructure leader committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation QTS designs builds and operates some of the worlds most advanced forwardthinking data is a portfolio company of Blackstone.
QTS is Powered by People. People who play a vital role in our companys culture innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable resourceful and mission driven. Together we do great things.
Who You Are and the Impact You Will Have:
The Customer Success Manager Hyperscale is the primary point of contact for a portfolio of top QTS customers. This role will manage all aspects of work being requested for their collo environment from systems and network change requests to issue resolutions troubleshooting and identifying new growth opportunities for the sales team. This role will work with the technical engineering staff senior management and executives across our customers organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs. In this role you will work with Sales Operations Systems and Network Engineers to deliver on customer requirements.
What You Will Do:
Manage a portfolio of customers throughout various stages of the customer lifecycle from new business through renewal; predominantly once the customer solution has been delivered.
Serve as the primary point of contact for addressing complex nonstandard customer challenges ensuring QTS takes full ownership and drives issues to resolution with accountability and a focus on delivering a positive outcome.
Understand and translate customer business requirements and goals to applicable groups with QTS.
Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to ensure their success.
Consult customers on best practices within data center industry by keeping the customer informed of key QTS information that is critical to their success (i.e. product roadmaps customer events organizational changes etc..
Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
Understand and translate customer business requirements and goals to applicable groups
Independently manage multiple priorities customer meetings followup and internal/external support while maintaining a highlevel of service in a customer friendly manner.
Assist in resolving customer issues by facilitating the coordination of efforts among QTSs support organizations including but not limited to Customer Care Data Center Logistics & Operations Network Operations Product Development Product Marketing Sales and Executive Leadership.
What You Will Need to be Successful:
Bachelors degree or equivalent professional experience
Seven or more years of IT Project Management Service Delivery or Customer Relationship Management experience
Experience with developing standardized quarterly business review templates methodology and frameworks and educate the Sales organization
Proficient with Microsoft Office suite
Basic understanding of data center critical environment concepts such as space power cooling and connectivity
Estimated 5 travel based on customer needs.
Nice To Have:
Five or more years of IT or Data Center industry experience in a Customer Relationship Management role
Prior experience developing and implementing survey programs
RAIL tracking and QBR/EBR experience
KNOWLEDGE SKILLS AND ABILITIES
Excellent customer facing skills excellent communication and technical skills to navigate strategically to support your clients needs
Superior customer service and negotiating skills must be able to work effectively with all levels of the organization with sales engineering product and others
Demonstrated analysis problemsolving and troubleshooting expertise
Basic knowledge experience and/or understanding of technical infrastructures
Comfortable interacting with all levels of management and roles within the customers organization
Perform some oncall duties based on customer needs
Ability to read and translate technical documentation such as systems/network architecture diagrams business continuity/disaster recovery documents
Must have exceptional communication presentation communication and interpersonal skills the ability to motivate and persuade teams
Ability to communicate customer experience strategies and goals and influence and coordinate other teams to execute against the goals.
Total Rewards:
This role is also eligible for a competitive benets package that includes: medical dental vision life and disability insurance; 401(k) retirement plan; exible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program and other company benets.
This position is bonus eligible.
We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.
The Know Your Rights Poster is included here:
The pay transparency policy is available here:
Pay Transparency Nondiscrimination PosterFormatted
QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an email to and let us know the nature of your request and your contact information.
Required Experience:
Manager
Employment Type
Full-Time
