- 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 Services 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 appropriately 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 Quality Management, Environment and Health & Safety Responsibility Matrix
- Participates in the Global Customer Success community.
- Interface with Operations Management Team and contributes actively beyond the own responsibility areas.
What you’ll need
- 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 center, 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.
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.
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