Salute is a leading provider of cutting-edge Data Center Infrastructure Services, dedicated to serving data center clients worldwide. We pride ourselves on delivering sustainable solutions, unparalleled reliability, and outstanding customer service. As we continue to grow, we are seeking a dynamic and experienced Customer Success Manager to join our team and drive our relationships with hyperscale clients to new heights.
What We Need
Customer Success Managers serve as the cornerstone in our customer relationships at Salute. They are passionate about the customer experience and care deeply about their success, satisfaction and ensures that they are receiving value from our solutions.
From day one, you will roll up your sleeves and hit the ground running and bring all of your experience to the team to increase customer satisfaction, value, retention, and expansion of our footprint. Most importantly, you have a positive, “can do” attitude and a passion for delivering technical solutions in a fast-paced environment.
You are someone who takes a proactive approach to help both the customer and Salute win. You look at the big picture and go above and beyond to help manage critical commercial interactions and keep a customer long term. You listen to customer needs and issues and translate those into business objectives and strategies for success. You deliver value across the customer lifecycle and actively seek information about our customers and the markets they serve. You use metrics and create critical relationships.
The CSM seeks and identifies opportunities for engagement and works closely with the account owner when needed. Occasional travel to have face-time with customers will be required. Developing working relationships with key contacts is a must, as you will represent the voice of the customer. You will work together with all departments to ensure the customer is getting the most value out of the products and services Salute provides.
You are always listening for a sales opportunity, and you understand how to route them within the organization. You’re not intimidated by new technology, and often find yourself as the internal and external advocate for new processes, systems, and technologies. You have a thirst for knowledge and take initiative to grow your industry expertise without any direction. You do all of this while being positive, energetic, and enthusiastic.
Job Duties
· Serve as the voice of the customer for the organization.
· Be the central point of communication and escalation for customers.
· Effectively lead collaboration with Sales, Product Management, Support, and Operations.
· Identify and close expansion and Upsell opportunities that support the customer’s needs.
· Forecast business and sales opportunities, updating management on the status of all prospects, in-process sales cycles and potential revenue. Methodical record keeping in the CRM (Salesforce).
· Establish lasting relationships with key stakeholders within our customer base.
· Manage & analyze metrics regarding utilization, retention and satisfaction in order to improve our processes and solutions.
· Be the lead and own the customer relationship and engagement. Implement cadence meetings including Business Strategy review meetings. Develop and implement account success plans and strategies.
· Responsible for a total ACV revenue of $5-8M.
· Be the trusted partner for the customer on use-cases and service flexibility. Diagnose customer business challenges, document solution requirements, and convey a value proposition to the appropriate stakeholders. Deliver and communicate ROI for our clients.
· Coordinate with appropriate internal and external groups to deliver customer success. Effectively facilitate customer support via other XYZ organizations.
· Delivering and communicating ROI for our clients, throughout the customer lifecycle
· Driving retention and growth by understanding their business needs and helping them succeed
· Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
· Marshall resources across XYZ as needed to support customers’ needs
· Travel as needed (estimated 15-25 days per year).
· MS Excel and PowerPoint Ninjas are preferred, as you will need to prepare quarterly business reviews with detailed spreadsheets and presentations.
Knowledge and Skills
· Strong understanding of business process across industries
· Familiar with both small business, hyperscale and enterprise customer needs.
· Ability to provide direction to cross functional groups
· Someone with grit who can take the lead with tough challenges and demonstrate skills in problem solving.
· Strong communication skills, written and verbal, professionalism, and ability to work with all levels of the organization.
· Positive attitude and demonstration of flexibility in project management approach to meet client needs.
· Attention to detail and the ability to analyze and problem solve.
· Ability to manage multiple tasks and responsibilities, and successfully work under time constraints.
· Excellent organizational skills and a demonstrated ability to effectively coordinate, plan, monitor and manage projects as described.
Education and Work Experience
· 1-3+ Years of experience in Customer Success, Account Management, Client Services, or Operations Management.
· Bachelor’s degree in a related field or work equivalent.
· Military and/or Data Center Services industry experience required.
Physical Requirements:
• Ability to lift and carry heavy equipment, up to 40lbs.
• Ability to climb ladders and multiple flights of stairs to access elevated equipment
• Ability to stand for long periods of time in various work environments
• Ability to bend, stoop, kneel, and reach for equipment related tasks
• Basic physical fitness to respond quickly to emergency situations and navigate areas quickly
• Ability to move quickly and efficiently withing various work environments to troubleshoot issues or respond to emergencies.
• Good hand-eye coordination and dexterity for working with small components and connectors
• Clear vision, with or without correction, to perform tasks requiring attention to detail and precision while wearing safety glasses
• Ability to differentiate between color-coded warning signs, labels, and cables
• Ability to work in environments with a wide variety temperature inside a facility
• Ability to work outdoors in various weather conditions, including extreme temperatures, rain, or snow
• Capability to work in environments with elevated noise levels while wearing hearing protection
• Possession of a valid driver’s license for work-related travel, as required
If you are a motivated and results-driven individual with a passion for data center services and a knack for building strong client relationships, we want to hear from you. Join us in revolutionizing the data center industry and apply today!
Salute is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What We Do
Salute Mission Critical is a global Data Center services company that delivers a new operating model that is agile, resilient and scalable. From webscale to edge clients and their tenants the Salute operating model is more cost effective, more resilient and strategically advantageous. Salute delivers world class services to the fastest growing data center companies in the industry. The Salute operating model is built on a rich history that skillfully integrated best practices from the military and the industry. Salute deploys, manages, and decommissions data center sites with consistent high-quality results with military precision. Our ability to recruit, train, deploy and support our teams is unique and proves the value of military training, practices and veterans as the forgotten talent pool of disciplined, adaptable and trainable personnel. The meteoric growth of Salute has had the dual benefit of helping data center clients rapidly grow and change without risk and has helped thousands of military families and their supporters start careers in the data center industry; dramatically changing the lives of veterans and their families. Salute has been recognized by the industry as the best example of a business with a social conscience.
