Senior Customer Success Manager

Zaventem - Belgium

Monthly Salary: Not Disclosed

Posted on: 27 days ago

Vacancies: 1 Vacancy

Job Summary

Description

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 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 appropriated informed.
Identify at risk renewals and potential churn ensuring awareness across accountable internal functional teams.
Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners

What youll need

Bachelors degree in Business IT Engineering or related discipline or equivalent work experience in customer relationship
Minimum 3 years of experience in a customer facing roles in a service company preferably a utility data centre 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.

Soft Skills:

Ability to interface with internal functional teams in Operations implementation Sales Finance and segment. External contact with Customers and potentially Integrators.
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.
Committed high energy self-motivated and passionate for service excellence and customer focused.
Ability to act on their own initiative and with minimal supervision.
Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling)

Required Experience:

Manager

DescriptionYour roleAccountable for overall post sales customer health for in scope customers across:Client Engagement Meeting cadence attendance frequencyService Management SLA attainment including implementation and support risk.Financial Health Aged debt and churn riskProduct utilization Cust...

Description

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 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 appropriated informed.
Identify at risk renewals and potential churn ensuring awareness across accountable internal functional teams.
Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners

What youll need

Bachelors degree in Business IT Engineering or related discipline or equivalent work experience in customer relationship
Minimum 3 years of experience in a customer facing roles in a service company preferably a utility data centre 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.

Soft Skills:

Ability to interface with internal functional teams in Operations implementation Sales Finance and segment. External contact with Customers and potentially Integrators.
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.
Committed high energy self-motivated and passionate for service excellence and customer focused.
Ability to act on their own initiative and with minimal supervision.
Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling)

Required Experience:

Manager

Key Skills

Debugging
Remote Access Software
IT Service Management
IOS
Multithreading
VPN
Neo4j
FISMA
SSO
Github
Google Suite
Troubleshooting

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About Company

Digital Realty Global

With Digital Realty, you can leverage our full interconnection capabilities across our global ecosystem including data centers, connectivity and cloud services.

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