Your role
1. Accountable for overall post sales customer health for in scope customers acrossClient Engagement – Meeting cadence, attendance, frequencyService Management – SLA attainment including implementation and support riskFinancial Health – Aged debt and churn riskProduct utilization – Customer consumption and awareness gap
2. Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.
3. Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes.
4. Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
5. Interlock with Implementation Services teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.
6. Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
7. Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriated informed.
8. Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
9. Coordination of post RFS customer audits through to successful conclusion
10. Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
11. Managing service-related customer escalations and complaints including their recording, management, escalation, and resolution
12. Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners
13. Adhere to the Quality Management, Environment and Health & Safety Responsibility Matrix
14. Participates in the Global Customer Success community.
15. Interface with Operations Management Team and contributes actively beyond the own responsibility areas.
What you’ll need
16. Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
17. Minimum 5+ years of experience in a customer facing roles in a service company, preferably a utility, data center, IT, or telecommunications company.
18. Experience with Service Management, preferably of more complex international customers.
19. ITIL qualifications and experience are preferred
20. Levels of CSM will vary based on the customer type and expertise.
21. Accountable for overall post sales customer health for in scope customers acrossClient Engagement – Meeting cadence, attendance, frequencyService Management – SLA attainment including implementation and support riskFinancial Health – Aged debt and churn riskProduct utilization – Customer consumption and awareness gap
22. Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.
23. Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes.
24. Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
25. Interlock with Implementation Services teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.
26. Increase internal functional team awareness of enhanced customer operational requirements through Customer Playbooks.
27. Enhanced Red event customer communication during & post incident to ensure key internal and customer stakeholders are appropriated informed.
28. Identify ‘at risk’ renewals and potential churn ensuring awareness across accountable internal functional teams.
29. Coordination of post RFS customer audits through to successful conclusion
30. Closing the loop on all customer listening posts and surveys detractors to ensure follow up completed.
31. Managing service-related customer escalations and complaints including their recording, management, escalation, and resolution
32. Accountable for identifying and driving opportunities for service improvement through accountable functional teams and process owners
33. Adhere to the Quality Management, Environment and Health & Safety Responsibility Matrix
34. Participates in the Global Customer Success community.
35. Interface with Operations Management Team and contributes actively beyond the own responsibility areas.
36. Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in customer relationship
37. Minimum 5+ years of experience in a customer facing roles in a service company, preferably a utility, data center, IT, or telecommunications company.
38. Experience with Service Management, preferably of more complex international customers.
39. ITIL qualifications and experience are preferred
40. Levels of CSM will vary based on the customer type and expertise
41. Ability to interface with internal functional teams in Operations, Implementation services, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
42. Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components
43. Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
44. Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
45. Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).
46. Committed, high energy, self-motivated and passionate for service excellence and customer focused.
47. Ability to act on their own initiative and with minimal supervision.
48. Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling).
49. Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our customer