What are the responsibilities and job description for the Manager, Global Customer Success - Hyperscale - AMER position at Digital Realty?
Job Description
Position Title: Manager, Global Customer Success – Hyperscale - AMER
Location: Chicago, IL, Dallas, TX, Atlanta, GA, or Ashburn, VA
Your role
The Manager, Global Customer Success – Hyperscale – AMER leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
The position reports to the the Manager Customer Success. Focus is on external contact with customers Internal contact is between international and local Operations, Sales, Sub-Regional and Cross-functional teams and with Finance
What You’ll Do
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300 facilities in 50 metros across 25 countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
A Bit About Our Digital Team
Operations
Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.
What We Can Offer You
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
This is an exciting time to join our business so apply now and make your mark on our future.
Notes
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
Position Title: Manager, Global Customer Success – Hyperscale - AMER
Location: Chicago, IL, Dallas, TX, Atlanta, GA, or Ashburn, VA
Your role
The Manager, Global Customer Success – Hyperscale – AMER leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
The position reports to the the Manager Customer Success. Focus is on external contact with customers Internal contact is between international and local Operations, Sales, Sub-Regional and Cross-functional teams and with Finance
What You’ll Do
- Accountable for overall post sales customer health for in scope customers across
- Client Engagement – Meeting cadence, attendance, frequency
- Service Management – SLA attainment including implementation and support risk.
- Financial Health – Aged debt and churn risk
- Product utilization – Customer consumption and awareness gap
- Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.
- Increase customer awareness of organization changes, new and existing product bulletins and system, process & policy changes.
- Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
- Interlock with Implementation teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.
- Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
- Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriated informed.
- Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
- Coordination of post RFS customer audits through to successful conclusion
- Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
- Managing service-related customer escalations and complaints including their recording, management, escalation, and resolution
- Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners
- Adhere to the QHSSE Responsibility Matrix
- Participates in the Global Customer Success community.
- Interface with Operations Management Team and contributes actively beyond the own responsibility areas.
- Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
- Minimum 5 years of experience in a customer facing roles in a service company, preferably a utility, data centre, IT, or telecommunications company.
- Experience with Service Management, preferably of more complex international customers
- ITIL qualifications and experience are preferred.
- Levels of CSM will vary based on the customer type and expertise.
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300 facilities in 50 metros across 25 countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
A Bit About Our Digital Team
Operations
Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.
What We Can Offer You
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
This is an exciting time to join our business so apply now and make your mark on our future.
Notes
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
