Customer Success Manager

Learn what makes QTS a unique place to grow your career!

Who We Are:

It's exciting to find yourself standing in a pivotal moment in time. It’s even more exciting to be out front leading it. At QTS, our world-class data centers are supporting our customers most strategic growth initiatives, positioning us at the forefront of today’s dynamic digital transformation.

As AI and cloud drive the demand for increased speed, capacity and capability, QTS has emerged as the global digital infrastructure leader, committed to connecting the world for good. Driven by purpose and fueled by a spirit of innovation, QTS designs, builds and operates some of the world’s most advanced, forward-thinking data centers. QTS is a portfolio company of Blackstone. 

QTS is Powered by People. People who play a vital role in our company’s culture, innovation and growth. People who are committed to contributing to the communities where we operate and work. People who are knowledgeable, resourceful and mission driven. Together, we do great things.

The Impact You Will Have:

The Customer Success Manager is the primary point of contact for a portfolio of top customers. This role will manage all aspects of work being requested for their hosted environment, from systems and network change requests, to issue resolutions, troubleshooting, and identifying new growth opportunities. This role will work with the technical engineering staff, senior management and executives across our customer’s organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs. In this role, you will work with Sales, Data Center, Systems and Network Engineers, to deliver on customer requirements.

What You Will Do:

• Manage a portfolio of customers throughout various stages of the customer lifecycle from new business through renewal.
• Understand and translate customer business requirements and goals to applicable groups
• Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to assure their success
• Consult customers on best practices within data center industry by keeping the customer informed of key QTS information that is critical to their success (i.e. product roadmaps, customer events, or organizational changes).
• Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
• Understand and translate customer business requirements and goals to applicable groups
• Independently manage multiple priorities, customer meetings, follow-up, and internal/external support while maintaining a high-level of service in a customer friendly manner.
• Assist in resolving customer issues by facilitating the coordination of efforts among QTS’s support organizations including but not limited to Customer Care, Data Center Logistics & Operations, Network Operations, Product Development, Product Marketing, Sales, and Executive Leadership.

What you Will Need to be Successful:

• Bachelor’s degree or equivalent professional experience
• Seven or more years of IT, Project Management, Service Delivery or Customer Relationship Management experience
• Experience with developing standardized quarterly business review templates, methodology and frameworks and educate the Sales organization
• Proficient with Microsoft Office suite
• Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity
• Estimated 10% travel based on customer needs.
• ITIL training and/or certification preferred
• CXPA certification preferred
• Five or more years of IT or Data Center industry experience in a Customer Relationship Management role preferred
• Prior experience developing and implementing survey programs preferred

Knowledge, Skills and Abilities:

• Excellent customer facing , excellent communication and technical skills to navigate strategically to support your client’s needs.
• Superior customer service and negotiating skills – must be able to work effectively with all levels of the organization with sales, engineering, product, and others
• Demonstrated analysis,