Customer Success Manager
April 21, 2021
Customer Success Manager
Digital Realty operates within a market-place that is increasingly competitive. Customers can choose between a significant number of competitors delivering high quality, cost efficient alternatives. As one of a handful of global providers, Digital Realty has considerable assets and capabilities, along with a significant installed customer base. Driving a Customer Obsessed mind-set is crucial to our continued success and the Customer Operations team links together all elements of our operations to provide a best-in-class experience for our customer-base. Excellent service to customers is at the heart of our competitive advantage and as a member of the Customer Op team, your focus is to develop strong rapport and ensure each of our customers are successful with Digital Realty, so we can continue to retain them and expand with them.
If you’re an individual with an entrepreneurial mindset and enjoy tackling multiple challenges, this position offers you the opportunity to make a global impact. You're sure to acquire new knowledge and skills in both tech and commercial real-estate. This position works directly with Sr. Leaders of fortune 500 companies across multiple industries and, if selected, you’ll be exposed to all areas of Digital Realty with multiple career path options available to you.
• Bachelor’s Degree in Business, Marketing or a related field from a 4-year accredited university
• 3-5 Years’ Operations Experience, preferably working within Tech, Telecom, Network Operations or a related field
• Strong Understanding of Data Center Ops (e.g. – Fire Safety, Mechanical, Electrical) and the ability understand customer needs
• Proficiency in Microsoft Office Suite
• Familiarity with the following systems (Nice to have, not required)
o Microsoft BI
Digital Realty’s Customer Operations team is the front-line for all things pertaining to our customer’s experience. In the Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest customers. The successful candidate for this role will have a strong working knowledge of Data Center Operations, exert strong executive presence and be comfortable interacting with Sr. Leaders from the world’s largest companies on a regular basis. As a Manager, you’ll be expected to model our core values and mentor more junior members of the team to ensure we provide best in class service while managing our aggressive growth strategy. This role may or may not support global companies, and you’ll be expected to be flexible in your approach to meet their demands. This position is not a typical 9-5 and you may have to meet with customers early morning, late afternoon, etc. If you thrive in an environment of multiple priorities and tight deadlines, we encourage you to apply.
• Maintain a wholistic understanding of your customers portfolio; be proactive in anticipating their needs
• Execute life-cycle events throughout customer’s time with the company, including Closed Loop Management, Onboarding, Training, Implementation, Service Reviews, KPI/SLA Tracking, Escalations Management
• Leverage your relationship with customers along with our in-house tools/scorecards to ensure we are meeting all customer requirements and identifying ways to improve their experience with the company. Regularly meet with customers to ensure we are aligned with their needs.
• Partner with our Sales and Portfolio teams to execute renewal agreements and identify customer customers that may be candidates for expansion to colo, scale and/or hyperscale solutions.
• Proficiency in following competencies
o Critical Awareness (Exceptional organizational skills, Sense of Urgency, Time Management , Ensures accountability)
o Corporate Acumen (Executive savviness, Financial acumen, Thinking Global, Thinking about sales without being in sales)
o Communications (Responsive and Reliable, Sets expectations early and follows through often, Says no when appropriate, Solid written and verbal communications)
o Conflict Resolution (Deals well with conflict, Problem solver, Growth mind-set, Maintaining a positive attitude)
Collaborative (Cross-functionally aligned, Trustworthy, Leveraging resources wisely, Self-awareness)
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
Digital Realty: Where the cloud lives and business thrives
We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it.
To provide our customers with the trusted foundation for the digital world
To build a network of connected campuses and internet gateways that become the heart of the internet and cloud, powering growth and prosperity for customers, employees and shareholders.
Guide our decisions and actions every day—above all else, we value customers, excellence, talent, teamwork and success.
About Digital Realty
Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 2,000 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.
Digital Realty is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.