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For Companies At a Glance
- Tasks: Lead customer success initiatives and ensure seamless service delivery for strategic clients.
- Company: Join Digital Realty, a leader in data centre solutions with a global footprint.
- Benefits: Inclusive culture, career development opportunities, and a supportive team environment.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: 5+ years in customer-facing roles; degree in Business, IT, or related field preferred.
- Other info: Dynamic work environment with opportunities to challenge norms and implement your ideas.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Success Manager leads the end-to-end holistic delivery of the overall operational service for our strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.
What you'll do
- Accountable for overall post sales customer health for in scope customers across:
- Client Engagement – Meeting cadence, attendance, frequency
- Service Management – SLA attainment including implementation and support risk.
- Financial Health – Aged debt and churn risk
- Product utilization – Customer consumption and awareness gap
What you’ll need
- Bachelor’s degree in Business, IT, Engineering or related discipline or equivalent work experience in customer relationship.
- Minimum 5+ years of experience in a customer facing roles in a service company, preferably a utility, data centre, IT, or telecommunications company.
- Experience with Service Management, preferably of more complex international customers.
- ITIL qualifications and experience are preferred.
- Levels of CSM will vary based on the customer type and expertise.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Apply today, take charge of your career and grow your talents with us.
A bit about us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.
To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and Twitter.
Customer Success Manager employer: Digital Realty, Inc.
Contact Detail:
Digital Realty, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer success and service management. We recommend doing mock interviews with friends or using online resources to get comfortable talking about your experience and how it aligns with the job description.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, be ready to discuss specific examples of how you've handled customer escalations or improved service delivery. We want to see how you can bring that experience to our team and enhance customer satisfaction.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. We love candidates who take the initiative and keep the conversation going!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer success and service management. We want to see how your skills align with our mission of delivering seamless service excellence.
Showcase Relevant Experience: When detailing your work history, focus on roles where you've managed customer relationships or improved service delivery. We love seeing concrete examples of how you've made a difference in previous positions.
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points for easy reading and make sure to address all key responsibilities mentioned in the job description. We appreciate clarity!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Digital Realty, Inc.
✨Know Your Customer Success Metrics
Familiarise yourself with key customer success metrics like SLA attainment, churn risk, and product utilisation. Be ready to discuss how you've managed these in previous roles and how you can apply that experience to enhance customer health at Digital Realty.
✨Prepare for Service Reviews
Since leading customer-facing service reviews is a big part of the role, practice presenting data clearly and concisely. Think about how you would report on customer health and service performance, and be prepared to answer questions about your approach to service management.
✨Showcase Your Problem-Solving Skills
Be ready to share examples of how you've handled escalations and complaints in the past. Highlight your ability to identify 'at risk' renewals and how you’ve successfully turned around challenging situations to improve customer satisfaction.
✨Understand the Company Culture
Digital Realty values a supportive and inclusive environment. Research their culture and think about how your personal values align with theirs. Be prepared to discuss how you can contribute to a positive team dynamic and drive service improvement initiatives.
