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 and the Impact You Will Have:

The Customer Success Manager, Hyperscale is the primary point of contact for a portfolio of top QTS customers. This role will manage all aspects of work being requested for their collo environment, from systems and network change requests, to issue resolutions, troubleshooting, and identifying new growth opportunities for the sales team. 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, Operations, 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; predominantly once the customer solution has been delivered.

• Serve as the primary point of contact for addressing complex, non-standard customer challenges, ensuring QTS takes full ownership and drives issues to resolution with accountability and a focus on delivering a positive outcome.

• Understand and translate customer business requirements and goals to applicable groups with QTS.

• Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to ensure 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, organizational changes, etc.).

• 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 5% travel based on customer needs.

Nice To Have:

• Five or more years of IT or Data Center industry experience in a Customer Relationship Management role

• Prior experience developing and implementing survey programs

• RAIL tracking and QBR/EBR experience