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For Companies At a Glance
- Tasks: Lead customer success initiatives and ensure seamless service delivery for strategic clients.
- Company: Join a dynamic team at Digital Realty, a leader in data centre solutions.
- Benefits: Inclusive culture, career development opportunities, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: 5+ years in customer-facing roles; degree in Business, IT, or related field.
- Other info: Be part of a passionate team that values innovation and collaboration.
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.
Customer Success Manager in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Make sure you can demonstrate how your experience aligns with their mission, especially in customer success roles.
✨Tip Number 3
Practice your pitch! Be ready to explain how you’ve handled customer escalations or improved service delivery in the past. Use specific examples that highlight your skills and achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can keep you top of mind and show your enthusiasm for the role.
We think you need these skills to ace Customer Success Manager in London
Some tips for your application 🫡
Show Your Customer-Centric Approach: When writing your application, make sure to highlight your experience in customer-facing roles. We want to see how you've successfully engaged with clients and ensured their satisfaction, as this is at the heart of what we do.
Tailor Your Application: Don’t just send a generic CV! Take the time to tailor your application to the Customer Success Manager role. Mention specific skills and experiences that align with our job description, especially around service management and customer health.
Be Clear and Concise: Keep your application clear and to the point. We appreciate straightforward communication, so avoid jargon and fluff. Make it easy for us to see why you’re a great fit for the role!
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and we can get back to you quicker. Plus, it shows you’re serious about joining our team!
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.
✨Showcase Your Communication Skills
As a Customer Success Manager, effective communication is crucial. Prepare examples of how you've successfully led customer-facing service reviews or handled escalations. Highlight your ability to keep stakeholders informed during incidents and how you ensure follow-up on customer feedback.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've identified 'at risk' renewals or churn and the steps you took to mitigate those risks. Discuss how you collaborate with internal teams to drive service improvements and ensure customer satisfaction.
✨Understand Digital Realty's Culture
Research Digital Realty’s values and culture, especially their focus on inclusivity and teamwork. Be prepared to share how your personal values align with theirs and how you can contribute to a supportive environment while driving customer success.
