Senior Client Success Manager

NTT Global Data Centers Americas, Inc.; United States; Hybrid; USD 104,000 - 173,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401k retirement plan

Paid time off

Annual bonus

Job summary

NTT Global Data Centers Americas, Inc. seeks a Senior Client Success Manager to lead onboarding, implementation, and lifecycle account management for Hyperscale or Enterprise clients.

You will build strong client relationships across vendors and internal teams, manage health assessments, track requirements, and report on project status, ensuring SLA adherence and continuous improvement while balancing global and regional needs.

Qualifications

• Minimum 5 years of relevant experience; 2+ years in data center co-location or Managed Services.
• Experience onboarding, implementation, and lifecycle account management.
• Strong Excel and ITIL/process improvement knowledge.
• Excellent verbal and written communication and client service skills.
• Willing to travel; hybrid role with onsite presence as needed.

Responsibilities

• Manages all aspects of client lifecycle from pre-implementation through renewals.
• Establishes and maintains effective client relationships.
• Communicates with clients, vendors, and internal teams.
• Maintains periodic account health assessments to drive retention.
• Gathers and tracks client requirements and specifications.
• Documents and publishes meeting agendas and minutes; tracks actions.
• Prepares status reports for management, clients, and project teams.
• Recommends process revisions for continuous improvement.
• Coordinates and reports on QA metrics and testing.
• Adheres to departmental objectives and high-level client service.
• Manages approved corporate strategic projects and knowledge systems.

Skills

Excel

Client management

Data center operations

Project management

IT infrastructure knowledge

ITIL knowledge

Executive communication

Education

Bachelor's degree or equivalent

PMP Certification preferred

Tools

Microsoft Office Suite

MS Excel

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.

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.

Data centers are the foundation of the digital world and at NTT Global Data Centers, we are one of the largest providers across the globe. We offer a wide variety of exciting and challenging careers that deliver opportunities to shape our ever-changing world. Our diverse, inspiring workforce is the heart and soul of our company, providing the best experience for our clients every day. By bringing together our global capabilities and local expertise, we help our clients achieve their goals, anywhere in the world. Together, we can accomplish the extraordinary and work to create a more sustainable world with rewarding benefits for everyone - clients, employees, investors, partners, and communities.