Senior Customer Success Manager

Job Description
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.

Responsibilities

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 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 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 Adhere to the Quality Management, Environment and Health & Safety Responsibility Matrix

Qualifications

Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship

Minimum 8+ 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.