Strategic Customer Success Manager — Post-Sales Health

Digital Realty Austria GmbH; Dallas (TX); Vor Ort; USD 95.000 - 130.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental & Vision

401k match

Paid time off

Zusammenfassung

Digital Realty is seeking a Customer Success Manager to lead end-to-end delivery for strategic customers, coordinating across Operations, Implementation Services, Sales, Finance, and cross-functional teams in a non-commission role. The position emphasizes customer health, contractual commitments, issue resolution, and a seamless post-sales experience.

The role requires at least 5 years in customer-facing service, ITIL experience preferred, and willingness to travel up to ~20%.

Qualifikationen

• Bachelor's degree in Business, IT, Engineering, or related field.
• Minimum 5 years in a customer-facing role within a service organization.
• Experience in service management and with international customers preferred.
• ITIL qualification preferred.
• Strong cross-functional collaboration and stakeholder management.
• Ability to travel ~20%.

Aufgaben

• Own post-sales health across engagement, SLA, financial health, and product usage.
• Lead customer reviews and communicate changes.
• Track SLA performance and coordinate penalties and post-event communication.
• Partner with Implementation Services for post-sales onboarding.
• Document customer requirements in Playbooks.
• Identify at-risk renewals and coordinate actions.
• Coordinate post-RFS audits and follow-up with detractors.
• Manage service escalations and complaints end-to-end.
• Drive service improvements with cross-functional teams.
• Follow Quality, Environmental, and Health & Safety responsibilities.

Kenntnisse

Customer success

Cross-functional

Stakeholder management

ITIL experience

Analytical skills

Ausbildung

Bachelor's degree

Tools

CRM systems

Jobbeschreibung

Digital Realty is seeking a Customer Success Manager to lead end-to-end delivery for strategic customers, coordinating across Operations, Implementation Services, Sales, Finance, and cross-functional teams in a non-commission role. The position emphasizes customer health, contractual commitments, issue resolution, and a seamless post-sales experience.

The role requires at least 5 years in customer-facing service, ITIL experience preferred, and willingness to travel up to ~20%.