Global Customer Success Lead

6 months ago

London, United Kingdom Digital Realty Full time

**Your role**

Leading 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 developing and maintaining Global Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are understood and adhered to.
- Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function across in scope customers to drive Global consistency.
- Responsible for execution of Customer Sucess owned processes including Customer Health, Customer Lifecycle, and Customer Onboarding across in scope customers.
- Accountable for monitoring overall 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
- Support Global Customer Success Managers and teams with
- Attendance at customer facing service review & CBR/EBR meetings.
- Enhanced Red event customer communication during & post incident.
- Global service-related customer escalations and complaints
- Leads and oversees the in-scope Customer Success team including direct and indirect relationships ensuring all HR requirements are adhered to.
- Ensure education programme for in scope CSMs is in place and aligned to the functional and individual needs to achieve roles and responsibilities.
- Represent Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product.

**Additional roles and responsibilities**
- Leads in the Global Customer Success community.
- Active Interface with Global Customer Success Management Team
- Active interface with Global Sales leaders and other non-operational teams as required

**Reporting lines and competencies**
- Position reports directly to the Global Head of Customer Success
- People Management, including management of both direct and indirect teams.
- Key interfaces exist with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
- Knowledge Mastery - Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components.
- Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
- Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
- Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).
- Committed, high energy, self-motivated and passionate for service excellence and customer focused.
- Has the ability to act on their own initiative and with mínimal supervision.
- Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling).
- Has good organisational skills to ensure all internal departments contribute to delivering a timely and high-quality experience to our customers.

**Qualifications**
- 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

**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 28 countries on six continents.

**What we can offer you

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