Customer Success Manager

The Customer Success Manager 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 youll 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 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 QHSSE Responsibility Matrix

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

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.

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 youll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team youll get to work with people from different business areas challenge the way we do things and put your ideas into action. Well also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today take charge of your career and grow your talents with us.

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 companys 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 or follow us on LinkedIn and Twitter.