Senior Customer Success Manager

Job 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 – Customer consumption and awareness gapLeading 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 ownersWhat You’ll NeedBachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationshipMinimum 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 customersITIL qualifications and experience are preferred.Levels of CSM will vary based on the customer type and expertise.Soft SkillsAbility 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)