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Digital Realty
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Customer Success Manager — Digital Realty (Dallas, Hybrid)

Manage strategic customer relationships for Digital Realty’s data center, colocation, and interconnection services. Oversee customer health, service levels, onboarding, renewals, escalations, and cross-functional delivery.

USStatele Unite ale AmericiiCACaliforniaFLFloridaNCCarolina de NordOROregonTXTexasVAVirginiaWAWashington
95.000 $ – 130.000 $ / an
HibridNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăManager de succes al cliențilorSuccesul clienților

Descriere

  • Direct end-to-end operational service delivery for assigned strategic customers
  • Represent Digital Realty in key customer-facing engagements
  • Coordinate service delivery across Operations, Implementation Services, Sales, Finance, subregional groups, and other cross-functional teams
  • Manage post-sales customer health, including engagement, service management, SLA performance, financial health, churn exposure, and product usage
  • Conduct recurring customer service reviews and explain changes to the organization, products, systems, processes, and policies
  • Monitor contractual SLA results and manage customer communications during and after Red events
  • Support onboarding for new post-sales deployments and introduce customers to Digital Realty’s products and services
  • Record expanded customer operating requirements in Customer Playbooks
  • Flag renewal risks and potential churn while driving aligned internal responses
  • Oversee post-RFS customer audits through completion
  • Resolve service escalations and complaints with appropriate confidentiality
  • Lead service enhancements through accountable functional teams and process owners
  • Participate in the Operations Management Team and Global Customer Success community
  • Fulfill applicable Quality Management, Environmental, and Health and Safety responsibilities

Cerințe

  • Bachelor’s degree in Business, IT, Engineering, or a related field, or equivalent relevant experience managing customer relationships
  • At least five years of experience in a customer-facing service organization role
  • Preferably experienced in utilities, data centers, IT, or telecommunications
  • Background in service management
  • ITIL certification and experience are preferred
  • Proficient product and technical knowledge appropriate to the role
  • Demonstrated problem-solving ability
  • Experience collaborating across functions and managing stakeholders
  • Ability to operate effectively within a matrixed organization
  • Working knowledge of Digital Realty’s products, services, value propositions, and mission-critical infrastructure components
  • Strong analytical and problem-solving abilities
  • Excellent interpersonal, written, verbal, listening, reporting, and organizational skills
  • Willingness to travel approximately 20% of the time

Beneficii

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Accidental death and dismemberment insurance
  • 401(k) matching
  • Disability benefits
  • Wellness benefits
  • Education benefits
  • Employee stock purchase plan
  • Paid time off
  • Paid holidays
  • Supportive and inclusive workplace
  • Professional development opportunities
  • Career advancement opportunities

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