Customer Success Manager (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX. 

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

DataBank is seeking a Customer Success Manager (Remote) to join our team.

Responsibilities:

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
• Provide proactive strategy with their assigned customer accounts
• Proactively manage contract renewals for assigned customer base
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues
• Conduct weekly, quarterly, and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met.
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
• Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders.
• Perform initial on-boarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Perform initial on-boarding of accounts with [redacted] customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
• Serve as the subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers
• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value
• Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
• Other duties as assigned

Requirements:

• 2-5 years account management experience
• Account management experience, preferably in IT, Data Center, and/or managed services
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Outstanding multi-task task management skills across a varied set of responsibilities
• Passion for working directly with customers
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• Ability to build credibility and trust by understanding and addressing customer requirements
• Willing to travel periodically based on customer and business need

Benefits: 

• Health, Vision and Dental Insurance Packages
• Short-Term and Long-Term Disability?Insurance 
• Life Insurance? 
• 401k with company match? 
• Paid Time Off and Paid Holidays?