Manager, Customer Success

4 weeks ago

Singapore Digital Realty - Multi-Lingual 2023 Full time

Position Title: Manager, Customer Success (Colocation)

Location: Singapore

Your role

Digital Realty's Customer Operations team is the front-line for all things pertaining to our customer's experience. In the Customer Success Manager role, you will be tasked with providing high touch, white glove service to some of our largest customers. The successful candidate for this role will have a strong working knowledge of Data Center Operations, exert strong executive presence and be comfortable interacting with Senior Leaders from the world's largest companies on a regular basis.

What you'll do

  • An ambassador – You will be an advocate for our customers. collaborate and align across global functions with complete transparency
  • A catalyst – You will spark initiatives of change, success, and consistency
  • A driver – You will be a reliable driver. We are on it, and we own it with a sense of urgency
  • Owner – You will proactively communicate well and follow-through until we close the loop. You will exemplify trustworthiness and accountability
  • A difference maker to our Customers and our Stakeholders
  • Maintain a wholistic understanding of your customers portfolio; be proactive in anticipating their needs
  • Execute life-cycle events throughout customer's time with the company, including Closed Loop Management, Onboarding, Training, Implementation, Service Reviews, KPI/SLA Tracking, Escalations Management
  • Leverage your relationship with customers along with our in-house tools/scorecards to ensure we are meeting all customer requirements and identifying ways to improve their experience with the company. Regularly meet with customers to ensure we are aligned with their needs.
  • Partner with our Sales and Portfolio teams to execute renewal agreements and identify customer customers that may be candidates for expansion to colo, scale and/or hyperscale solutions.
  • Proficiency in following competencies
  • Critical Awareness (Exceptional organizational skills, Sense of Urgency, Time Management , Ensures accountability)
  • Corporate Acumen (Executive savviness, Financial acumen, Thinking Global, Thinking about sales without being in sales)
  • Communications (Responsive and Reliable, Sets expectations early and follows through often, Says no when appropriate, Solid written and verbal communications)
  • Conflict Resolution (Deals well with conflict, Problem solver, Growth mind-set, Maintaining a positive attitude)
  • Collaborative (Cross-functionally aligned, Trustworthy, Leveraging resources wisely, Self-awareness)
  • and many more....

What you'll need

  • Bachelor's degree in business, Marketing, IT/Engineering or a related field from a 4-year accredited university
  • 5-7 Years' Operations Experience, preferably working within Tech, Telecom, Network Operations or a related field
  • Strong Understanding of Data Center Ops (e.g. – Fire Safety, Mechanical, Electrical) and the ability understand customer needs
  • Proficiency in Microsoft Office Suite
  • Proficiency on any of the languages (Preferred but not required)
  • Chinese
  • Japanese
  • Korean
  • Familiarity with the following systems (Preferred but not required)
    • SAP
    • Yardi
    • FNT
    • DCIM
    • Qualtrics
    • Salesforce
    • ServiceNow
    • Microsoft BI
    • Oracle
    • Gainsight

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 (PDxTM) 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 or follow us on LinkedIn and Twitter.

A bit about our Digital team

Our multilingual, proactive and technically minded Customer Service Center provides the vital 24/7 connection between our global customers and local engineers. From taking system requests from customers and allocating engineering tasks to monitoring the overall progress, we make sure our customers continuously receive the best service.

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.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

This is an exciting time to join our business so apply now and make your mark on our future.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.

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