Senior Client Success Manager

NTT Global Data Centers; Arizona; Hybrid; USD 104,000 - 173,000; Full time

Benefits offered by this job

Hybrid work arrangement

Paid time off

Medical, dental, and vision benefits

401k retirement plan

Job summary

NTT Global Data Centers is seeking a Senior Client Success Manager to lead onboarding, implementation, and lifecycle management for Hyperscale or mid-size to large Enterprise clients. You will manage the client journey from pre-implementation through renewals and coordinate with vendors and internal teams.

Hybrid role with onsite data center presence and periodic travel, requiring strong communication, leadership, and process-improvement skills.

Qualifications

• Minimum 5 years of relevant experience, including at least 2+ years in the data center co-location industry or Managed Services.
• PMP certification preferred but not required.
• B/S degree or equivalent education and/or work experience.
• Ability to present routinely to executive team.
• Excellent problem solving, critical thinking and interpersonal skills.

Responsibilities

• Manages all aspects of client lifecycle from pre-implementation to post-implementation and account renewals, focused on assigned clients.
• Establishes and maintains effective client relationships.
• Effectively communicates and interacts with clients, vendors, and internal department team members.
• Maintains periodic account health assessments to drive client retention.
• Gathers and tracks client requirements and specifications, including changes.
• Develops and maintains various client account documentation.
• Documents and publishes meeting agendas and minutes, tracks action items, owners, and due dates.
• Prepares status reports to keep management, clients, and project team informed of project status and related issues.
• Recommends process and procedure revisions in support of continuous improvement.
• Coordinates, tracks and reports on quality assurance metrics and testing.
• Adheres to departmental objectives and metrics to provide a high level of client service.
• Manages approved corporate strategic projects.
• Manages key support systems related to technology systems, training, documentation, and knowledge management.
• Reviews and understands client contracts and SLA terms.

Skills

Excel

Client management

Project management

ITIL knowledge

Data center operations

Communication skills

Education

Bachelor of Science degree or equivalent

PMP certification preferred

Tools

Microsoft Office Suite

Job description

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

The Senior Client Success Manager is responsible for the onboarding, implementation, and lifecycle account management for Hyperscale or mid-size to large Enterprise clients.

What we are looking for

KEY responsibilities

• Manages all aspects of client lifecycle from pre-implementation to post-implementation and account renewals, focused on assigned clients.
• Establishes and maintains effective client relationships.
• Effectively communicates and interacts with clients, vendors, and internal department team members.
• Maintains periodic account health assessments to drive client retention.
• Gathers and tracks client requirements and specifications, including changes.
• Develops and maintains various client account documentation.
• Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates.
• Prepares status reports to keep management, clients, and project team informed of project status and related issues.
• Recommends appropriate process and procedure revisions in support of continuous improvement.
• Coordinates, tracks and reports on quality assurance metrics and testing.
• Adheres to departmental objectives and metrics to provide a high level of client service Manages approved corporate strategic projects.
• Manages key support systems related to technology systems, training, documentation, and knowledge management.
• Responsible for reviewing and understanding client specific contracts and SLA terms.
• Performs other tasks as assigned.

KNOWLEDGE & ATTRIBUTES

• Working knowledge of Microsoft Office Suite
  • EXCEL EXPERIENCE A MUST
• Working Knowledge of large-scale data center operations and deployments
• Project Management Experience at the Deployment and Program Level
• Knowledge of IT infrastructure preferred
• Knowledge of IT managed services and/or cloud computing a plus
• ITIL Certification or Process Improvement Certifications a plus
• Knowledge of SSAE 16 and other industry certifications a plus
• Able to present routinely to executive team
• Possess excellent problem solving, critical thinking and interpersonal skills
• Possess excellent verbal and written communication skills
• Possess excellent client service skills
• Highly motivated self-starter

ACADEMIC QUALIFICATIONS & CERTIFICATIONS

• B/S degree or equivalent education and/or work experience required.
• PMP Certification preferred but not required.

REQUIRED EXPERIENCE

• Must have a minimum of 5 years of relevant experience, that includes a minimum of 2 + years in the data center co-location industry or Managed Services Vertical.

PHYSICAL REQUIREMENTS

• Primarily sitting with some walking, standing, and bending.
• Able to hear and speak with others and to use a telephone and 2-way radio.
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.
• Ability to lift and carry objects weighing up to 20 pounds.

Work conditions & other requirements

• Hybrid role, with onsite presence 3 days a week plus remote work.
• Regular time spent in data centers and typical office environments with varying temperatures and noise levels.
• Extensive daily usage of computer and/or workstation keyboards and terminals.
• Periodic travel to other NTT GDC Americas’ locations, and client or vendor sites.
• Must be able to respond to emergency situations and responsible to carry a cell phone and provide 24 x 7 support as needed.
• Must be willing to work outside normal business hours, including weekends, late nights, holidays.
• Can travel internationally if required.

Compensation Pay Range

• This is a remote position that requires reliable internet connection and electricity.
• This position also requires work to be done onsite at a data center facility and may require use of a personal mobile device.
• A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device.
• NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location.
• Base salary for this position is $104,100 - $172,500.00.
• All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
• Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.

NTT Global Data Centers is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.