customer success manager London, England
Job description
Your role
To lead the end-to-end holistic delivery of the post-sales operational service for our 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 focus is to ensure the delivery of excellent customer experience and SLA performance and to build stronger relationships, increasing each party’s understanding of the other and continuously improving the customers’ operational experience. The role of the Customer Success Manager is to liaise with our most strategic customers and internal teams to develop strong relationships with our most strategic customers and on the behalf of customers work with our internal teams.
What you’ll need
- To be accountable for developing and maintaining Customer Success relationships with other internal teams to ensure that all teams deliver on the operational elements of our contractual commitments with customers.
- Identifies, manages, and creates awareness of non-standard Customer requirements including T&Cs, SLAs, reporting, access rules, and H&E from Design through to Operations.
- Identifies risks to Operational SLA and ensures awareness within the Operational organisation at a Country and Group level.
- Monitors outstanding Incidents and Problems so that countermeasures may be introduced if service levels are likely to be breached.
- Ensures customer facing Service Review Meetings (potentially involving SI/SP partners as well) are performed involving reporting, SLA management/monitoring, and validating SLA breaches based on contractual obligations and appropriate evidence.
- Facilitate identification of opportunities for service improvement, based on the results of service reviews and process evaluations, agreeing on these with the Operations Management Team and where necessary driving change(s) to implement improvements.
- Works closely with other Operations Functions like Service Planning, Service Design, Implementation Services, and Service Security as well as with the other departments.
- To work closely with Customer Success Management counterparts in other countries and collaborates with the HQ Process owner for the Customer Success Management processes.
About Digital Realty
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 28 countries on six continents. To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
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. This is an exciting time to join our business so apply now and make your mark on our future.
