Hyperscale Customer Success Manager

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

Who We Are:

It's pretty 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.

Who You Are:

You enjoy building strong customer relationships. You have strong customer project management and problem-solving skills and can act with a sense of urgency based on a customer's need.

The Impact You Will Have:

As a Hyperscale Customer Success Manager you will be primary point of contact for a portfolio of top customers. You 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. You 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.

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
• Estimated 5% travel based on customer needs

What You Will Need to be Successful:

• 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
• Bachelor’s degree or equivalent professional experience
• Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity
• It would be great to have ITIL training and/or certification and/or a CXPA certification
• Five or more years of IT or Data Center industry experience in a Customer Relationship Management role preferred

The Perks (and these are just a few!):

• QRest Sabbatical           
• Employee Stock Purchase
• QTS scholarship for dependents
• Eagle Club award trip eligibility
• Paid volunteer days  
• Tuition assistance, parental leave and military leave assistance

Total Rewards