Customer Success Manager at Digital Realty in Dallas, TX

Job description

Position Title: Customer Success Manager Location: Dallas, TX; Ashburn, VA; Charlotte, NC; Atlanta, GA; Miami, FL; Los Angeles, CA; Seattle, WA; Hillsboro, OR; San Francisco, CA Your Role As a Customer Success Manager, you will lead the end-to-end delivery of operational service for assigned strategic customers, serving as a key customer-facing representative of Digital Realty. You will coordinate across Operations, Implementation Services, Sales, Finance, subregional and cross-functional teams to protect customer health, deliver against contractual commitments, resolve service issues, and create a seamless post-sales experience centered on customer success in this non-commission role. What you’ll do Own overall post-sales customer health across client engagement, service management and SLA attainment, financial health including aged debt and churn risk, and product utilization and awareness. Lead regular customer service reviews, using reporting aligned with contractual requirements and Digital Realty standards, and communicate organizational, product, system, process, and policy changes. Track contractual SLA performance, review and validate potential service penalties, and coordinate customer communication during and after Red events so key internal and customer stakeholders remain appropriately informed. Partner with Implementation Services to support post-sales onboarding for new deployments and introduce customers to Digital Realty products and services. Document enhanced customer operational requirements in Customer Playbooks and ensure relevant internal teams understand and act on those requirements. Identify at-risk renewals and potential churn, and drive awareness and coordinated action across accountable internal functional teams. Coordinate post-RFS customer audits through successful completion and close the loop on customer listening posts and survey detractors with timely follow-up. Manage service-related escalations and complaints from recording through escalation, resolution, and confidential handling. Identify and drive service improvements through accountable functional teams and process owners while contributing to the Operations Management Team and Global Customer Success community. Follow applicable Quality Management, Environmental, and Health and Safety responsibilities while modeling customer focus, teamwork, ownership, delivery, inclusion, and continuous improvement. What you’ll need Bachelor’s degree in Business, IT, Engineering, or a related discipline, or equivalent relevant customer relationship experience. Minimum of 5 years of experience in a customer-facing role within a service organization, preferably in utilities, data centers, IT, or telecommunications. Experience in service management, ideally supporting complex or international customers; ITIL qualification and experience are preferred. Experienced-level product and technical knowledge, problem-solving capability, cross-functional collaboration, and stakeholder management appropriate for strategic, less-complex customer accounts. Ability to work effectively with Operations, Implementation Services, Sales, Finance, segment teams, customers, and potential integrators in a matrixed environment. Working knowledge of Digital Realty products, services, value propositions, and mission-critical infrastructure components, with the ability to build and maintain that knowledge. Strong analytical and problem-solving skills, including the ability to break complex issues into manageable components, identify underlying causes, and distinguish critical details from less relevant information. Excellent interpersonal, written, verbal, listening, reporting, and organizational skills, with the ability to communicate clearly and sensitively across stakeholder levels. Ability to travel approximately 20% of the time. A bit about us Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection sol