Senior Customer Experience Manager

CyrusOne Management Services•Dallas, TX

About The Position

The Senior Customer Experience Manager (SCEM) is responsible for creating a world class level of service by leading and organizing internal and external resources required to achieve the operational success of regional or global customers within CyrusOne’s data centers. The SCEM is a critical member of the Customer Success organization by overseeing customer’s onboarding experience, process adoption, technology platform enablement, reoccurring operational reviews, and strategic customer initiatives. The SCEM solves customer escalations, identifies trends, and implements change while partnering with the CyrusOne Account Team and other key business stakeholders.

Requirements

BA or BS in technical discipline or equivalent practical experience
7+ years’ experience in data center colocation or IT infrastructure support
Technical aptitude and understanding of the technical service industry preferred
Experience with data center builds, migrations, and installations preferred
Experience in account and escalation management, change management, and incident management
Proven track record building positive relationships with customers
Highly organized with a strong attention to detail.
Ability to analyze data, issues, and trends to develop impactful solutions
Knowledge of telecom, network, cloud services, and IT systems

Nice To Haves

Communications and Relationship Management Willingness to attract and nurture customer relationships, vendor relationships, and industry partner contacts to ensure positive reputations and continued success.
Ability to tactfully navigate through escalations, challenging conversations, conflicting interests, and financial considerations while maintaining composure, core values, and goodwill.
Desire to build and develop relationships with CyrusOne colleagues to increase organizational effectiveness and mutual value generation
Naturally enthusiastic for the work, industry, and growth opportunities, while demonstrating strong interpersonal, written, and oral skills
Technology savvy with the ability to adopt and respect global forms of communication including cultural norms, language barriers, and time zone differences
Business Process Innovation Customer success mentality with the ability to prioritize the customer experience
Ability to document current processes while conceptualizing evolved processes through systems and automation
Aptitude to develop feedback systems, surveys, reports, and lessons learned documentation

Responsibilities

Customer Onboarding & Enablement Engages with new and existing customers during implementation to support and enable technology platform success, contractual requirement adherence, and regional policy and escalation procedures.
Conducts portal and technology platform training including initial configuration of locations, users, notifications, and reporting capabilities.
Reviews, documents, and communicates contracted support requirements for functional teams and business process stakeholders.
Collaborates with the Implementations Managers and regional Facility Operations teams to prepare for operational handover of the data center space, including interim early access requirements.
Creates and develops Site Induction documentation through partnership with the business stakeholders and Global Marketing team.
Partners with the CyrusOne Sales and Account Team to transfer account knowledge, stakeholder contacts, customer expectations, and plan for regular customer cadence meetings.
Customer Operational Management Drives, manages, and resolves critical customer issues and escalations to generate an excellent customer experience and maintain operational excellence of the CyrusOne team.
Confidently communicates CyrusOne’s standard policies and procedures, and proactively communicates process modifications as applies to the supported customers.
Proactively identifies and collects customer experience trends through data driven systems and direct customer feedback.
Leverages customer trends and feedback to identify and create long-lasting solutions that benefit the customer experience. including providing the information to functional teams to improve the customer experience.
Identifies, defines, and documents non-standard customer processes and policies.
Proactively contacts key customer stakeholders during an incident response to understand and communicate impacts, internal and external escalation requirements, SLA considerations, RCA status, and Corrective Action initiatives.
Performs weekly, monthly, and quarterly customer meetings to review open action items, quote and order status, support requests, changes, incidents, and strategic initiatives.
Partners with the Global Service Desk, Implementations Managers, Facility Operations, and Service Delivery teams to assist with order delivery and fulfillment.
Supports customer incident drills to ensure process and communication alignment between the CyrusOne functional teams and customer stakeholders.
Assists customers with audit and tour requests to ensure support, content, and compliance documentation is complete and accurate.
Performs QA/QC of custom reporting packages.
Leads cross-functional teams to plan and execute special customer projects and strategic initiatives.
Customer Account Team Support Clearly articulates and understands CyrusOne products, services, and capabilities to ensure expectations and utilization are aligned and maximized.
Monitors the quote and order status to ensure timely and accurate creation, processing, and fulfillment of ordered products and services.
Partners with the Customer Account Team to understand opportunities to facilitate account growth, gain insight to the customer, and prepare the operational ecosystem for associated the demand.
Flags and escalates churn risks to raise awareness of potential business risks.
Supports the Account Team and Facility Operations Team as needed to monitor and communicate contractual space and power commitments, customer utilization, capacity reviews, and billing issues.
Develops deep and meaningful relationships with customers to enable transparent communication, customer success, and mutually beneficial insight into business opportunities.