We are currently actively looking for a Customer Success Manager for a global Data Centre Operator, and you will be responsible for providing high-touch, white-glove service to some of our largest customers. The ideal candidate for this position will have an understanding of Data Center Operations, demonstrate a strong executive presence, and feel comfortable interacting with Senior Leaders from some of the world’s largest companies on a regular basis.
Key Responsibilities
- Advocate for our customers, collaborating and aligning across global functions with complete transparency.
- Spark initiatives for change, success, and consistency.
- Drive reliability with a sense of urgency in addressing customer needs.
- Proactively communicate and follow through until closure, embodying trustworthiness and accountability.
- Make a difference to our Customers and Stakeholders.
- Maintain a holistic understanding of your customers' portfolio and proactively anticipate their needs.
- Execute life-cycle events throughout the customer’s time with the company, including Closed Loop Management, Onboarding, Training, Implementation, Service Reviews, KPI/SLA Tracking, and Escalations Management.
- Utilize customer relationships and internal tools to ensure all requirements are met and identify ways to improve their experience.
- Partner with our Sales and Portfolio teams to execute renewal agreements and identify customers for potential expansion opportunities.
Key Requirements:
- Exceptional organizational skills, sense of urgency, time management, and accountability.
- Executive savviness, financial acumen, global perspective, and sales-oriented thinking.
- Responsive and reliable communication, setting clear expectations and following through consistently.
- Conflict resolution, problem-solving, growth mindset, and maintaining a positive attitude.
- Cross-functional alignment, trustworthiness, resource utilization, and self-awareness.
- Bachelor’s degree in business, marketing, IT/engineering, or a related field from an accredited university.
- 5-7 years of operations experience, preferably in the tech, telecom, or network operations sectors.
- Strong understanding of Data Center Operations and the ability to understand customer needs.
- Proficiency in Microsoft Office Suite.
- Preferred proficiency in Chinese, Japanese, or Korean languages.
- Familiarity with systems like SAP, Yardi, FNT, DCIM, Qualtrics, Salesforce, ServiceNow, Microsoft BI, and Oracle (preferred but not required).
If you are interested in this role and would like to find out more, apply now!