Sr. Customer Success Manager

Digital Realty - Dallas, TX

Full-time - Mid Level

Dallas, TX

Real Estate

About the position

The Senior Customer Success Manager at Digital Realty is responsible for delivering exceptional service to key customers, ensuring their needs are met throughout their lifecycle with the company. This role requires a strong understanding of Data Center Operations and the ability to engage with senior leaders both internally and externally. The successful candidate will mentor junior team members and contribute to the company's growth strategy while maintaining flexibility to adapt to customer demands.

Responsibilities

• Maintain a holistic understanding of the customer portfolio and proactively anticipate their needs.
• Execute lifecycle events including Closed Loop Management, Onboarding, Training, Implementation, Service Reviews, Customer Business Reviews, and KPI/SLA Tracking.
• Leverage and build relationships with customers and internal teams to ensure all customer requirements are met and identify ways to improve their experience.
• Conduct pulse checks with customers to ensure alignment with their needs.

Requirements

• Bachelor's degree in business, Marketing, or a related field from a 4-year accredited university.
• 5-10 years of Operations Experience, preferably in Tech, Tel, Data Center, Network Operations, or a related field.
• Strong understanding of Data Center Operations, including Fire Safety, Mechanical, and Electrical systems.
• Proficiency in Microsoft Office Suite, Yardi, FNT, DCIM, Qualtrics, Salesforce, ServiceNow, Microsoft BI, and Oracle.