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- Tasks: Lead global customer success initiatives and ensure satisfaction for strategic accounts.
- Company: Join a leading tech company focused on customer engagement and service excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on mentorship and cross-functional teamwork.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: 7+ years in customer-facing roles; strong communication and problem-solving skills required.
The predicted salary is between 70000 - 90000 £ per year.
Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention.
Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues.
Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed.
Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance. Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations. Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.
Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales. Drives coordinated management of customer escalations, ensuring transparent communication, root-cause clarity, and timely resolution.
Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., aged debt). Engages internal leaders to develop mitigation strategies that preserve and strengthen long-term relationships.
Ensures consistent follow-up on all customer feedback mechanisms, including surveys and listening posts. Leads the identification and delivery of service improvement initiatives across accountable teams.
Coordinates customer audits from initiation through closure, ensuring thorough preparation, response, and validation. Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.
Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers. Partners with Operations leadership to strengthen cross-functional collaboration and elevate standards of service across regions.
Qualifications
- Bachelor’s degree in business, IT, Engineering, or a related discipline; equivalent experience considered.
- Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications.
- Proven expertise supporting complex, multi-regional, or global enterprise customers.
- Strong familiarity with service management frameworks; ITIL certification preferred.
- Demonstrated ability to influence without authority across diverse stakeholder groups.
Sr. Manager, Global Customer Success - Hyperscale - EMEA in London employer: Digital Realty Global
Contact Detail:
Digital Realty Global Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Manager, Global Customer Success - Hyperscale - EMEA in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Be proactive! Don’t just wait for job postings to pop up. Reach out to companies you admire directly through their careers page. Express your interest in potential roles and show them why you’d be a great fit.
✨Tip Number 3
Prepare for interviews like it’s game day! Research the company, understand their products, and think about how your experience aligns with their needs. Practice common interview questions and be ready to discuss your past successes.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect candidate.
We think you need these skills to ace Sr. Manager, Global Customer Success - Hyperscale - EMEA in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the role. Highlight your experience in customer success and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to quantify your success, as this will help us understand your capabilities better.
Be Authentic: Let your personality shine through in your application. We appreciate authenticity and want to get a sense of who you are beyond your professional experience. Share your passion for customer success and how it aligns with our mission.
Apply Through Our Website: For the best chance of getting noticed, apply directly through our website. This ensures your application goes straight to the right people and helps us keep track of all candidates efficiently. We can’t wait to hear from you!
How to prepare for a job interview at Digital Realty Global
✨Know Your Accounts
Before the interview, dive deep into the specific global strategic accounts you might be managing. Understand their history, challenges, and successes. This will help you demonstrate your ability to own the post-sales health and engage effectively with stakeholders.
✨Showcase Your Risk Management Skills
Be prepared to discuss how you've identified and managed risks in previous roles. Use specific examples that highlight your ability to evaluate operational, financial, and product adoption indicators, and how you escalated issues when necessary.
✨Demonstrate Cross-Functional Collaboration
Since this role requires liaising between various teams, think of instances where you've successfully collaborated across departments. Share stories that illustrate your ability to influence without authority and ensure unified execution.
✨Prepare for Customer Engagement Scenarios
Anticipate questions about leading customer engagement rhythms, such as executive business reviews or operational service reviews. Prepare to discuss your approach to these meetings and how you ensure customer satisfaction and retention.