Customer Success Manager

QTS Data Centers•Ashburn, VA

13d

About The Position

The Customer Success Manager is the primary point of contact for a portfolio of top customers. This role will manage all aspects of work being requested for their hosted environment, from systems and network change requests, to issue resolutions, troubleshooting, and identifying new growth opportunities. This role will work with the technical engineering staff, senior management and executives across our customer’s organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs. In this role, you will work with Sales, Data Center, Systems and Network Engineers, to deliver on customer requirements.

Requirements

Bachelor’s degree or equivalent professional experience
Seven or more years of IT, Project Management, Service Delivery or Customer Relationship Management experience
Experience with developing standardized quarterly business review templates, methodology and frameworks and educate the Sales organization
Proficient with Microsoft Office suite
Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity
Estimated 5% travel based on customer needs.

Nice To Haves

ITIL training and/or certification
CXPA certification
Five or more years of IT or Data Center industry experience in a Customer Relationship Management role
Prior experience developing and implementing survey programs

Responsibilities

Manage a portfolio of customers throughout various stages of the customer lifecycle from new business through renewal.
Understand and translate customer business requirements and goals to applicable groups
Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to assure their success
Consult customers on best practices within data center industry by keeping the customer informed of key QTS information that is critical to their success (i.e. product roadmaps, customer events, or organizational changes).
Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
Understand and translate customer business requirements and goals to applicable groups
Independently manage multiple priorities, customer meetings, follow-up, and internal/external support while maintaining a high-level of service in a customer friendly manner.
Assist in resolving customer issues by facilitating the coordination of efforts among QTS’s support organizations including but not limited to Customer Care, Data Center Logistics & Operations, Network Operations, Product Development, Product Marketing, Sales, and Executive Leadership.