Senior Client Success Manager
About The Position
NTT Global Data Centers is seeking a Senior Client Success Manager responsible for the onboarding, implementation, and lifecycle account management for Hyperscale or mid-size to large Enterprise clients. The role involves managing all aspects of the client lifecycle from pre-implementation to post-implementation and account renewals, establishing and maintaining effective client relationships, and ensuring client retention through periodic account health assessments. The position requires effective communication with clients, vendors, and internal teams, as well as meticulous documentation of client requirements, meeting minutes, and status reports. This role also involves recommending process improvements, coordinating quality assurance, managing technology systems, training, documentation, and knowledge management, and reviewing client contracts and SLA terms. The company emphasizes innovation, sustainability, and a collaborative, inclusive workplace.
Requirements
- Working knowledge of Microsoft Office Suite
- EXCEL EXPERIENCE A MUST
- Working Knowledge of large-scale data center operations and deployments
- Project Management Experience at the Deployment and Program Level
- Knowledge of IT infrastructure preferred
- Able to present routinely to executive team
- Possess excellent problem solving, critical thinking and interpersonal skills
- Possess excellent verbal and written communication skills
- Possess excellent client service skills
- Highly motivated self-starter
- B/S degree or equivalent education and/or work experience required.
- Must have a minimum of 5 years of relevant experience, that includes a minimum of 2 + years in the data center co-location industry or Managed Services Vertical.
Nice To Haves
- Knowledge of IT managed services and/or cloud computing a plus
- ITIL Certification or Process Improvement Certifications a plus
- Knowledge of SSAE 16 and other industry certifications a plus
- PMP Certification preferred but not required.
Responsibilities
- Manages all aspects of client lifecycle from pre-implementation to post-implementation and account renewals, focused on assigned clients.
- Establishes and maintains effective client relationships.
- Effectively communicates and interacts with clients, vendors, and internal department team members.
- Maintains periodic account health assessments to drive client retention.
- Gathers and tracks client requirements and specifications, including changes.
- Develops and maintains various client account documentation.
- Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates.
- Prepares status reports to keep management, clients, and project team informed of project status and related issues.
- Recommends appropriate process and procedure revisions in support of continuous improvement.
- Coordinates, tracks and reports on quality assurance metrics and testing.
- Adheres to departmental objectives and metrics to provide a high level of client service.
- Manages approved corporate strategic projects.
- Manages key support systems related to technology systems, training, documentation, and knowledge management.
- Responsible for reviewing and understanding client specific contracts and SLA terms.
- Performs other tasks as assigned.
Benefits
- annual bonus
- paid time-off
- medical
- dental
- vision benefits
- life and supplemental insurance
- short-term and long-term disability
- flexible spending account
- 401k retirement plan
- monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
