Manager, Global Customer Success - Hyperscale - AMER

Digital Realty; Chicago (IL); On-site; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a Manager for Global Customer Success in the Hyperscale sector. This role is pivotal in ensuring operational excellence for strategic customers by managing post-sales health and coordinating internal teams. You will engage directly with clients, monitor service levels, and promote product utilization. The position offers a dynamic work environment, emphasizing growth and development within a supportive team. If you have a passion for customer success and a background in service management, this opportunity is perfect for you.

Benefits

Competitive Pay

Excellent Benefits

Opportunities for Growth

Supportive Work Environment

Inclusive Culture

Qualifications

• 5+ years in customer-facing roles in service companies.
• Experience with international clients and service management.

Responsibilities

• Manage post-sales customer health for assigned clients.
• Conduct client engagement meetings and ensure SLA attainment.
• Handle escalations and identify service improvement opportunities.

Skills

Customer Relationship Management

Service Management

Risk Management

Financial Analysis

Communication Skills

Education

Bachelor’s degree in Business, IT, Engineering

Tools

ITIL

Job description

Join to apply for the Manager, Global Customer Success - Hyperscale - AMER role at Digital Realty.

Position Title: Manager, Global Customer Success – Hyperscale - AMER

Location: Chicago, IL, Dallas, TX, Atlanta, GA, or Ashburn, VA

Your role

The Manager, Global Customer Success – Hyperscale – AMER leads the end-to-end delivery of operational service for our strategic customers, coordinating internal functions, processes, and teams to ensure service excellence with customer success at the core.

Job Description

The position reports to the Manager Customer Success. The focus is on external customer contact and internal coordination with Operations, Sales, Finance, and cross-functional teams.

What You’ll Do

1. Manage overall post-sales customer health for assigned clients.
2. Conduct client engagement meetings and reviews.
3. Ensure SLA attainment and support risk management.
4. Monitor financial health indicators like aged debt and churn risk.
5. Promote product utilization and customer awareness.
6. Lead service reviews aligned with contractual standards.
7. Communicate organizational changes and product updates to customers.
8. Track SLA compliance and review penalties.
9. Coordinate onboarding with Implementation teams for new deployments.
10. Enhance internal awareness of customer operational requirements using Customer Playbooks.
11. Communicate during and after incidents to key stakeholders.
12. Identify at-risk renewals and potential churn, informing relevant teams.
13. Manage post-RFS customer audits and follow-up on surveys.
14. Handle escalations and complaints effectively.
15. Identify opportunities for service improvements.
16. Adhere to QHSSE responsibilities.
17. Participate in the Global Customer Success community and contribute beyond responsibilities.

What You’ll Need

1. Bachelor’s degree in Business, IT, Engineering, or related field, or equivalent experience.
2. Minimum 5+ years in customer-facing roles within service companies such as utilities, data centers, IT, or telecom.
3. Experience with Service Management, preferably with international clients.
4. ITIL qualifications preferred.

About Us

Digital Realty provides data center, colocation, and interconnection solutions globally, with over 300 facilities across more than 50 metros in 25+ countries. Our platform enables innovation and helps manage Data Gravity challenges.

Our Digital Team

Operations team ensures infrastructure safety and security, managing electrical, cooling, and fire systems to keep data centers running smoothly.

What We Offer

Join a passionate team in a dynamic sector, with opportunities for growth, development, and a supportive, inclusive environment where you can bring your whole self to work.

Our Compensation Philosophy

We offer competitive pay, excellent benefits, and recognition for your contributions, aligned with company values and objectives.

Notes

This description outlines the general responsibilities and is not exhaustive. Digital Realty is an equal opportunity employer and does not discriminate based on race, gender, age, or other protected statuses.