大手系データセンター会社でのカスタマーサクセス（マネージャー）の求人

POSITION SUMMARY
Driving a Customer Obsessed mind-set is crucial to our continued success and the DC Operations team links together all elements of our operations to provide a best-in-class experience for our customer-base. Excellent service to customers is at the heart of our competitive advantage and as a member of the DC Operations team, your focus is to develop strong rapport and ensure each of our customers are successful with us, so we can continue to retain them and expand with them.
If you’re an individual with an entrepreneurial mind-set and enjoy tackling multiple challenges, this position offers you the opportunity to make a global impact. You’re sure to acquire new knowledge and skills in both tech and commercial real-estate. This position works directly with Sr. Leaders of fortune 500 companies across multiple industries and, if selected, you’ll be exposed to all areas of company with multiple career path options available to you.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Our DC Operations team is the front-line for all things pertaining to our customer’s experience. In this Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest customers. The successful candidate for this role will have a strong working knowledge of Data Center Operations, exert strong executive presence and be comfortable interacting with Sr. Leaders from the world’s largest companies on a regular basis.
As a Manager, you’ll be expected to model our core values and mentor more junior members of the team to ensure we provide best in class service while managing our aggressive growth strategy.
This role may or may not support global companies, and you’ll be expected to be flexible in your approach to meet their demands. This position is not a typical 9-5 and you may have to meet with customers early morning, late afternoon, etc. If you thrive in an environment of multiple priorities and tight deadlines, we encourage you to apply.

●Maintain a holistic understanding of your customers’ portfolio; be proactive in anticipating their needs
●Execute life-cycle events throughout customer’s time with the company, including Closed Loop Management, Onboarding, Training, Implementation, Service Reviews, KPI/SLA Tracking, Escalations Management
●Provide Customer Portal system training and technical support to customers.
Leverage your relationship with customers along with our in-house tools/scorecards to ensure we are meeting all customer requirements and identifying ways to improve their experience with the company. Regularly meet with customers to ensure we are aligned with their needs.
●Partner with our Sales and Portfolio/Asset Management teams to execute renewal agreements and identify customers that may be candidates for expansion to colo, scale and/or hyperscale solutions.
●Meet regularly with the APAC CS members and help implement the global CS initiatives

REQUIREMENTS
●Bachelor’s Degree in Business, Marketing, Engineering/Computing or a related field from a
4-year accredited university
●5-7 Years’ Operations Experience, preferably working within Tech, Telecom, Network
Operations or a related field
●Strong Understanding of Data Center Ops (e.g. Fire Safety, Mechanical, Electrical) and the ability to understand customer needs.
●A proven track record of providing superior customer service.
●Familiarity with data center terminology or the ability to learn it quickly.
●Strong mental acuity.
●The ability to express ideas clearly in written and verbal communications.
●Experience working in a fast paced, high volume workplace and the ability to remain
calm under high pressure.
●Strong organizational skills and detail orientation.
●Strong interpersonal skills, including the ability to interact effectively with demanding
customers.
●Self-starter mentality and the ability to work with minimal supervision. A good team
player.
●High energy and exceptional organizational skills, including the ability to handle daily
issues that arise day by day while also driving process improvement.
●A valid driver’s license, clean driving record and reliable transportation.
●The ability to travel to other locations throughout the region as needed.
●Proficiency in Microsoft Office Suite