Senior Customer Success Manager – Strategic Accounts

Jobtailor; Madrid; Presencial; EUR 50.000 - 75.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a Senior Customer Success Manager to ensure satisfaction across the client lifecycle within our data centers in Madrid. You will act as the primary client contact, coordinate with internal teams, and drive proactive service improvement.

You will handle audits, manage a technical client portfolio, and identify cross-sell opportunities while keeping communications clear in English and the local language.

Formación

• Proven experience in customer relationship management within data centers.
• Managing Key Accounts and coordinating with external service providers.
• Strong listening and needs analysis skills.
• Excellent verbal and written communication in English and local language.
• Proficient with ITSM and CRM tools.

Responsabilidades

• Ensure customer satisfaction, retention, and growth across the customer lifecycle.
• Serve as the primary contact for clients for all requests.
• Manage customer communications including maintenance, events, incidents, and improvements.
• Monitor and improve customer satisfaction metrics.
• Coordinate with internal teams and external providers; participate in audits.
• Provide on-call support as Head of Customer Success.
• Identify cross-sell/up-sell opportunities.

Conocimientos

CRM experience

Account management

Project coordination

ITSM tools

CRM tools

Data center basics

Communication skills

Fluent in English

Herramientas

ITSM software

CRM software

Descripción del empleo

Responsibilities

• Ensure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers.
• Act as the primary point of contact for the client for all types of requests.
• Manage customer communications (maintenance, events, incident management, improvement areas, technical work).
• Monitor and improve customer satisfaction.
• Handle all customer requests, informing management and impacted teams.
• Support clients during audits.
• Act as interface between customer requests and internal departments.
• Participate in internal meetings related to managed accounts.
• Provide on-call support as Head of Customer Success.
• Identify cross-sell/up-sell opportunities.

Requirements

• Proven experience in customer relationship management within data centers.
• Managing Key Accounts
• Strong listening and needs analysis skills.
• Ability to coordinate and manage projects and external service providers.
• Project management capabilities.
• Proficient with standard office tools.
• Basic knowledge of data center technologies: power, cooling, physical security, network connectivity.
• Excellent verbal and written communication skills.
• Strong customer service mindset, diplomacy, and attention to detail.
• Ability to simplify technical topics for various audiences.
• Experience managing a technical client portfolio.
• Proficient with ITSM and CRM tools.
• Fluent in Local language; Fluent in English.