Customer Success Manager

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 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 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 Quality Management, Environment and Health & Safety Responsibility Matrix
• Participates in the Global Customer Success community.
• Interface with Operations Management Team and contributes actively beyond the own responsibility areas.

What you’ll need

• Bachelor’s 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 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.

• 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 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 Quality Management, Environment and Health & Safety Responsibility Matrix
• Participates in the Global Customer Success community.
• Interface with Operations Management Team and contributes actively beyond the own responsibility areas.

• Bachelor’s 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 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
• Ability to interface with internal functional teams in Operations, Implementation services, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
• Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components
• 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.
• Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
• Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).
• 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).
• Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our customer