Customer Success Manager

Digital Realty; Charlotte (NC); In loco; USD 95.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, dental, vision

401k match

Paid time off

Descrizione del lavoro

Digital Realty seeks a Customer Success Manager to lead end-to-end post-sales service for strategic customers, coordinating across Operations, Implementation Services, Sales, and Finance to protect health and ensure contractual commitments. You will act as a key customer-facing representative in a non-commission role, driving satisfaction and value.

The role emphasizes collaboration, issue resolution, and continuous improvement, with a travel expectation of ~20%.

Competenze

• 5+ years in a customer-facing role within a service organization.
• Experience in service management; ITIL preferred.
• Ability to work cross-functionally across departments.
• Willingness to travel approximately 20%.

Mansioni

• Own post-sales customer health, manage SLA attainment, and monitor financial health.
• Lead regular customer service reviews and communicate changes.
• Track SLA performance and coordinate penalties and post-Red event communications.
• Support post-sales onboarding with Implementation Services.
• Document enhanced customer requirements in Playbooks for internal teams.
• Identify at-risk renewals and drive coordinated action across teams.
• Coordinate post-RFS audits and close feedback loops with customers.
• Manage service escalations and drive improvements with accountable teams.
• Contribute to the Operations Management Team and global CS community.
• Follow Quality, Environmental, and Health & Safety responsibilities.

Conoscenze

Customer-facing experience

Cross-functional collaboration

Analytical thinking

Communication skills

Willingness to travel

Formazione

Bachelor’s degree in Business, IT, Engineering, or related discipline

Strumenti

ITIL qualification

Descrizione del lavoro

Job Description

Job Description

Position Title: Customer Success Manager

Location: Dallas, TX; Ashburn, VA; Charlotte, NC; Atlanta, GA; Miami, FL; Los Angeles, CA; Seattle, WA; Hillsboro, OR; San Francisco, CA

Your Role

As a Customer Success Manager, you will lead the end-to-end delivery of operational service for assigned strategic customers, serving as a key customer-facing representative of Digital Realty. You will coordinate across Operations, Implementation Services, Sales, Finance, subregional and cross-functional teams to protect customer health, deliver against contractual commitments, resolve service issues, and create a seamless post-sales experience centered on customer success in this non-commission role.

What You’ll Do

• Own overall post-sales customer health across client engagement, service management and SLA attainment, financial health including aged debt and churn risk, and product utilization and awareness.
• Lead regular customer service reviews, using reporting aligned with contractual requirements and Digital Realty standards, and communicate organizational, product, system, process, and policy changes.
• Track contractual SLA performance, review and validate potential service penalties, and coordinate customer communication during and after Red events so key internal and customer stakeholders remain appropriately informed.
• Partner with Implementation Services to support post-sales onboarding for new deployments and introduce customers to Digital Realty products and services.
• Document enhanced customer operational requirements in Customer Playbooks and ensure relevant internal teams understand and act on those requirements.
• Identify at-risk renewals and potential churn, and drive awareness and coordinated action across accountable internal functional teams.
• Coordinate post-RFS customer audits through successful completion and close the loop on customer listening posts and survey detractors with timely follow-up.
• Manage service-related escalations and complaints from recording through escalation, resolution, and confidential handling.
• Identify and drive service improvements through accountable functional teams and process owners while contributing to the Operations Management Team and Global Customer Success community.
• Follow applicable Quality Management, Environmental, and Health and Safety responsibilities while modeling customer focus, teamwork, ownership, delivery, inclusion, and continuous improvement.

What You’ll Need

• Bachelor’s degree in Business, IT, Engineering, or a related discipline, or equivalent relevant customer relationship experience.
• Minimum of 5 years of experience in a customer-facing role within a service organization, preferably in utilities, data centers, IT, or telecommunications.
• Experience in service management, ideally supporting complex or international customers; ITIL qualification and experience are preferred.
• Experienced-level product and technical knowledge, problem-solving capability, cross-functional collaboration, and stakeholder management appropriate for strategic, less-complex customer accounts.
• Ability to work effectively with Operations, Implementation Services, Sales, Finance, segment teams, customers, and potential integrators in a matrixed environment.
• Working knowledge of Digital Realty products, services, value propositions, and mission-critical infrastructure components, with the ability to build and maintain that knowledge.
• Strong analytical and problem-solving skills, including the ability to break complex issues into manageable components, identify underlying causes, and distinguish critical details from less relevant information.
• Excellent interpersonal, written, verbal, listening, reporting, and organizational skills, with the ability to communicate clearly and sensitively across stakeholder levels.
• Ability to travel approximately 20% of the time.

A Bit About Us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter .

What We Can Offer You

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Health and Safety

Safety isn't just a priority here at Digital; it's critical to everything we do. Safeguarding lives, protecting assets, and securing data aren't just ideals - they're essential pillars of our commitment to excellence for our people, our partners and our customers. We have a culture of care where every member of Team Digital embraces a relentless pursuit of working safely across Digital Realty. Together we are Safely Powering Progress.

Our Compensation Philosophy

Our published pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and geographical location. Individual pay is based on additional factors including but not limited to job-related skills, experience, and relevant education and/or training. Moreover, an employee’s total compensation package varies by role and may include salary, cash bonus or commissions, and equity awards not quantified below.

Compensation range: $95,000 - $130,000 annually. This compensation range represents the Company’s good faith belief as to what it will pay as a salary for this position at the time of this posting.

Benefits: For this role, Benefits include medical, dental, vision, life and AD&D insurance, 401k match, disability benefits, wellness and education benefits, employee stock purchase plan, paid time off, holidays, and more.