Senior Specialist, Customer Success

DayOne; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

DayOne, a global leader in data infrastructure, is seeking a Senior Specialist, Customer Success to drive delivery and ongoing service operations across our international projects.

You will serve as the primary contact for customers, oversee data center build-to-suit and hosting engagements, and coordinate cross-functional teams to ensure on-time, on-budget delivery while maintaining high SLA adherence and customer satisfaction.

Qualifications

• Bachelor's degree at least.
• Minimum of 2 years of working experience with knowledge of Data Center infrastructure.
• Proven communication, coordination, and report-writing skills.
• Self-motivated learner for Data Center industry; enjoys challenges and change.
• Demonstrated willingness to serve clients with conflict mediation and client trust.
• Fluency in English and Cantonese; Mandarin helpful.

Responsibilities

• Serve as the primary point of contact for project delivery and ongoing service operations.
• Oversee Data Center Build-to-Suit and Hosting; manage the account lifecycle from delivery to operations.
• Handle client communications; coordinate internal resources; lead efficient meetings with customers.
• Coordinate end-to-end Data Center construction and customization projects with cross-functional teams.
• Maintain SLA adherence and customer satisfaction; coordinate with DC operation, Network, and IT service teams.
• Ensure compliance with ITIL and project management processes.
• Collaborate with internal teams to execute customer contracts.

Skills

Customer engagement

Communication

Project leadership

Team collaboration

Education

Bachelor's degree

Job description

Join DayOne – Shaping the Future of Data Infrastructure

DayOne is a global leader in the development and operation of high-performance data centers. As one of the fastest-growing companies in the industry, we’ve built a robust presence across Asia and Europe — and we’re just getting started. As we expand into new international markets, we’re looking for talented, driven individuals to join us on this exciting journey. This is more than a job — it’s an opportunity to be a key contributor to our dynamic team and help shape the future of global data infrastructure. If you're passionate about innovation, technology, and growth, we invite you to be part of DayOne’s next chapter.

Senior Specialist, Customer Success

Role & Responsibilities

• Customer Engagement Serve as the primary point of contact for project delivery and ongoing service operations. Ensure the delivery of operational services aligns with the Service Level Agreement and agreed-upon costs. Partially led a virtual delivery team to guarantee customer satisfaction through the efficient delivery of services.
• Service Scope Management Oversee services including Data Center Build-to-Suit, Hosting. Manage the entire account lifecycle from project delivery to ongoing operations.
• Communication & Coordination Handle communication with customers regarding project delivery and service operations. Coordinate internal resources to meet company standards and customer needs. Facilitate effective internal team meetings for clear communication with customers.
• Project Leadership Coordinate end-to-end Data Center construction and customization projects. Collaborate with sales, presales, design, construction, and T&C teams to manage project schedules, quality, costs, and risks. Escalate issues to senior management and ensure project closure with customer acceptance.
• Operational Excellence Maintain responsibility for SLA adherence and customer satisfaction during operations. Coordinate with DC operation, Network, and IT service teams for ongoing service improvement and risk mitigation.
• Process Compliance Ensure compliance with internal processes related to procurement, audits, ITIL, and project management.
• Team Collaboration Work closely with internal teams to execute customer contracts and achieve customer satisfaction. Embrace challenges and adapt to changes with a team-oriented approach.

Requirements

• Educational Background A Bachelor's degree at least
• Professional Experience Minimum of 2 years of working experience. Has basic knowledge and understanding of Data Center infrastructure. Experience in Data Center construction or operations is highly valued.
• Interpersonal Skills Proven customer interface experience with good communication, coordination, and report-writing skills.
• Personal Attributes A self-motivated learner for Data Center Industrial, with a strong drive to embrace challenges and adapt to changes.
• Client Service & Mediation Demonstrated willingness to serve clients and address emergent public relations issues. Skilled in conflict mediation and establishing trust with clients.
• Language Proficiency Fluency in English and Cantonese, with the ability to understand and speak Mandarin.

DayOne is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.