Senior Client Success Manager

Make an impact at NTT Global Data Centers Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

The Senior Client Success Manager is responsible for the onboarding, implementation, and lifecycle account management for Hyperscale or mid-size to large Enterprise clients.

• Manages all aspects of client lifecycle from pre-implementation to post-implementation and account renewals, focused on assigned clients.
• Establishes and maintains effective client relationships.
• Effectively communicates and interacts with clients, vendors, and internal department team members.
• Maintains periodic account health assessments to drive client retention.
• Gathers and tracks client requirements and specifications, including changes.
• Develops and maintains various client account documentation.
• Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates.
• Prepares status reports to keep management, clients, and project team informed of project status and related issues.
• Recommends appropriate process and procedure revisions in support of continuous improvement.
• Coordinates, tracks and reports on quality assurance metrics and testing.
• Adheres to departmental objectives and metrics to provide a high level of client service.
• Manages approved corporate strategic projects.
• Manages key support systems related to technology systems, training, documentation, and knowledge management.
• Responsible for reviewing and understanding client specific contracts and SLA terms.
• Performs other tasks as assigned.

• Working knowledge of Microsoft Office Suite EXCEL EXPERIENCE A MUST
• Working Knowledge of large-scale data center operations and deployments
• Project Management Experience at the Deployment and Program Level
• Knowledge of IT infrastructure preferred
• Knowledge of IT managed services and/or cloud computing a plus
• ITIL Certification or Process Improvement Certifications a plus
• Knowledge of SSAE 16 and other industry certifications a plus
• Able to present routinely to executive team
• Possess excellent problem solving, critical thinking and interpersonal skills
• Possess excellent verbal and written communication skills
• Possess excellent client service skills
• Highly motivated self-starter

B/S degree or equivalent education and/or work experience required. PMP Certification preferred but not required.

Must have a minimum of 5 years of relevant experience, that includes a minimum of 2 + years in the data center co-location industry or Managed Services Vertical.

• Primarily sitting with some walking, standing, and bending.
• Able to hear and speak with others and to use a telephone and 2-way radio.
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.
• Ability to lift and carry objects weighing up to 20 pounds.

Hybrid role, with onsite presence 3 days a week plus remote work. Regular time spent in data centers and typical office environments with varying temperatures and noise levels. Extensive daily usage of computer and/or workstation keyboards and terminals. Periodic travel to other NTT GDC Americas’ locations, and client or vendor sites. Must be able to respond to emergency situations and responsible to carry a cell phone and provide 24 x 7 support as needed.

Must be willing to work outside normal business hours, including weekends, late nights, holidays. Can travel internationally if required.

"This is a remote position that requires reliable internet connection and electricity. This position also requires work to be done onsite at a data center facility and may require use of…