Customer Success Manager

Responsibilities

• 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
• Leading regular customer facing service reviews with reporting aligned to the contractual and DLR standards.
• Increase customer awareness of organization changes, new and existing Product bulletins and System, process & policy changes.
• Contractual SLA attainment tracking including SLA penalty review and validation based on contractual obligations.
• Interlock with Implementation Services teams for post sales customer onboarding for new deployments successfully introducing customers to Digital Realty product and services.
• Increas...