Senior Customer Success Manager

<p><strong>Your role</strong></p><p>Accountable for overall post sales customer health for in scope customers across:</p><ol><li>Client Engagement – Meeting cadence, attendance, frequency</li><li>Service Management – SLA attainment including implementation and support risk.</li><li>Financial Health – Aged debt and churn risk</li><li>Product utilization – Customer consumption and awareness gap</li></ol><p> </p><ul><li>Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.</li><li>Increase customer awareness of organization changes, new and existing Product bulletins and System, process &amp; policy changes.</li><li>Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.</li><li>Interlock with Implementation teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.</li><li>Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.</li><li>Enhanced Red event customer communication during &amp; post incident to ensure key internal and customer stakeholders are appropriated informed.</li><li>Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.</li><li>Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners</li></ul><p> </p><p><strong>What you’ll need</strong></p><ul><li>Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship</li><li>Minimum 3+ years of experience in a customer facing roles in a service company, preferably a utility, data centre, IT, or telecommunications company.</li><li>Experience with Service Management, preferably of more complex international customers</li><li>ITIL qualifications and experience are preferred.</li><li>Levels of CSM will vary based on the customer type and expertise.</li></ul><p> </p><p><strong>Soft Skills:</strong></p><ul><li>Ability to interface with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators.</li><li>Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.</li><li>Committed, high energy, self-motivated and passionate for service excellence and customer focused.</li><li>Ability to act on their own initiative and with minimal supervision.</li><li>Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling)</li></ul>