Customer Success Manager

SUMMARY

The Customer Success Manager is the primary point of contact for a portfolio of top customers. This role will manage all aspects of work being requested for their hosted environment, from systems and network change requests, to issue resolutions, troubleshooting, and identifying new growth opportunities. This role will work with the technical engineering staff, senior management and executives across our customer’s organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs. In this role, you will work with Sales, Data Center, Systems and Network Engineers, to deliver on customer requirements.

RESPONSIBILITIES, other duties may be assigned

• Manage a portfolio of customers throughout various stages of the customer lifecycle from new business through renewal.
• Understand and translate customer business requirements and goals to applicable groups
• Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to assure their success
• Consult customers on best practices within data center industry by keeping the customer informed of key QTS information that is critical to their success (i.e. product roadmaps, customer events, or organizational changes).
• Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
• Understand and translate customer business requirements and goals to applicable groups
• Independently manage multiple priorities, customer meetings, follow-up, and internal/external support while maintaining a high-level of service in a customer friendly manner.
• Assist in resolving customer issues by facilitating the coordination of efforts among QTS’s support organizations including but not limited to Customer Care, Data Center Logistics & Operations, Network Operations, Product Development, Product Marketing, Sales, and Executive Leadership.

BASIC QUALIFICATIONS

·         Bachelor’s degree or equivalent professional experience

·         Seven or more years of IT, Project Management, Service Delivery or Customer Relationship Management experience

·         Experience with developing standardized quarterly business review templates, methodology and frameworks and educate the Sales organization

·         Proficient with Microsoft Office suite

·         Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity

·         Estimated 5% travel based on customer needs.

PREFERRED QUALIFICATIONS

·         ITIL training and/or certification

·         CXPA certification

·         Five or more years of IT or Data Center industry experience in a Customer Relationship Management role

·         Prior experience developing and implementing survey programs

KNOWLEDGE, SKILLS AND ABILITIES

·         Excellent customer facing skills, excellent communication and technical skills to navigate strategically to support your client’s needs.

·         Superior customer service and negotiating skills – must be able to work effectively with all levels of the organization with sales, engineering, product, and others

·         Demonstrated analysis, problem-solving and troubleshooting expertise

·         Basic knowledge, experience, and/or understanding of technical infrastructures

·         Comfortable interacting with all levels of management and roles within the customer’s organization

·         Perform some on-call duties based on customer needs

·         Ability to read and translate technical documentation such as systems/network architecture diagrams, business continuity/disaster recovery documents

·         Must have exceptional communication, presentation, communication and interpersonal skills, the ability to motivate and persuade teams

·         Ability to communicate customer experience strategies and goals, and influence and coordinate other teams to execute against the goals.

TOTAL REWARDS
This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
This position is bonus eligible.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.