Customer Audit Manager

Digital Realty • Dallas, TX

3d

About The Position

The Customer Audit Manager is accountable for the end-to-end customer audit
process ensuring that customer related audit requests are managed on time and
aligned to both the customer and internal team’s expectations. The position
reports to the Head of Customer Success. Focus is on external contact with
customers and Internal contact is between Operations, Sales, Sub-Regional and
Cross-functional teams including Quality and Compliance

Requirements

• Bachelor’s degree in, Business, IT, Engineering or related discipline or equivalent work experience in Audit management and control.
• Minimum 5+ years of experience in an audit / compliance role in a service company, preferably a utility, data centre, IT, or telecommunications company.
• Ability to interface with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
• 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.
• 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.
• 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).
• Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our customers.
• Ability to act on their own initiative and with minimal supervision.
• Demonstrates integrity and ability to maintain confidentiality

Responsibilities

• Responsible for the end-to-end customer audit process within the region including organizing, documenting, RFI and task execution and corrective action follow up.
• Lead and manage on-site customer audits and ensure all requirements are met and appropriate support from internal teams in place.
• Act as a single point of contact for the customers and all internal parties to ensure local centralized support for customer audits.
• Develop internal cross function quality gates to ensure success of the function
• Support the development and maintenance of an audit database and foster continuous improvement programs aimed at enhancing audit processes and customer satisfaction.
• Partner with Customer Success Managers to ensure successful execution of strategic customer audits
• Participates in the Global Customer Audit community to drive improvements and global consistency
• Interface with Operations Management Team and contributes actively beyond the own responsibility areas.
• Willingness to travel in the subregion for on-site customer audits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level