Senior Associate Client Success Manager

The Senior Associate Client Success Manager is responsible for the onboarding, implementation, and lifecycle account management for small to mid-size enterprise and retail clients. What you'll be doing ESSENTIAL DUTIES & RESPONSIBILITIES Manages all aspects of client lifecycle from pre-implementation to post-implementation and account renewals, focused on assigned clients. Establishes and maintains effective client relationships. Effectively communicates and interacts with clients, vendors, and internal department team members. Maintains periodic account health assessments to drive client retention. Gathers and tracks client requirements and specifications, including changes. Develops and maintains various client account documentation. Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates. Prepares status reports to keep management, clients, and project team informed of project status and related issues. Recommends appropriate process and procedure revisions in support of continuous improvement. Coordinates, tracks and reports on quality assurance metrics and testing. Adheres to departmental objectives and metrics to provide a high level of client service Manages approved corporate strategic projects. Manages key support systems related to technology systems, training, documentation, and knowledge management. Performs other tasks as assigned. KNOWLEDGE, SKILLS & ABILITIES Working knowledge of Microsoft Office Suite EXCEL EXPERIENCE A MUST Knowledge of IT infrastructure preferred Knowledge of IT managed services and/or cloud computing a plus Knowledge of ITIL a plus Knowledge of SSAE 16 and other industry certifications a plus Possess excellent problem solving, critical thinking and interpersonal skills Possess excellent verbal and written communication skills Possess excellent client service skills Highly motivated self-starter #GlobalDataCentersCareers #LI-PD1 EDUCATION & EXPERIENCE B/S degree or equivalent education and/or work experience required. Must have a minimum of 3-5 years of relevant experience, 2+ years in the data center co-location industry preferred. PMP Certification a plus, but not required. PHYSICAL REQUIREMENTS Primarily sitting with some walking, standing, and bending. Able to hear and speak with others and to use a telephone and 2-way radio. Close visual work on a computer terminal. Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments. Ability to lift and carry objects weighing up to 20 pounds. WORK CONDITIONS Remote, with ability to travel and work in regional data center locations Occasional time spent in data center and typical office environment with varying temperatures and noise levels. Extensive daily usage of computer and/or workstation keyboards and terminals. SPECIAL REQUIREMENTS Periodic travel to other NTT GDC Americas locations, and client or vendor sites. Must be able to respond to emergency situations at the data center. Responsible to carry a cell phone and provide 24 x 7 support as needed. Must be willing to work outside normal business hours, including weekends, late nights, holidays. Must possess a current, valid state-issued driver’s license.

Salary : $85,000 - $106,000