Your role at a glanceThe Senior Client Success Manager is responsible for the onboarding, implementation, and lifecycle account management for Hyperscale or mid-size to large Enterprise clients.
What we are looking for KEY responsibilities
- Manages all aspects of client lifecycle from pre-implementation to post-implementation and account renewals, focused on assigned clients.
- Establishes and maintains effective client relationships.
- Effectively communicates and interacts with clients, vendors, and internal department team members.
- Maintains periodic account health assessments to drive client retention.
- Gathers and tracks client requirements and specifications, including changes.
- Develops and maintains various client account documentation.
- Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates.
- Prepares status reports to keep management, clients, and project team informed of project status and related issues.
- Recommends appropriate process and procedure revisions in support of continuous improvement.
- Coordinates, tracks and reports on quality assurance metrics and testing.
- Adheres to departmental objectives and metrics to provide a high level of client service Manages approved corporate strategic projects.
- Manages key support systems related to technology systems, training, documentation, and knowledge management.
- Responsible for reviewing and understanding client specific contracts and SLA terms.
- Performs other tasks as assigned.
KNOWLEDGE & ATTRIBUTES
- Working knowledge of Microsoft Office Suite
- Working Knowledge of large-scale data center operations and deployments
- Project Management Experience at the Deployment and Program Level
- Knowledge of IT infrastructure preferred
- Knowledge of IT managed services and/or cloud computing a plus
- ITIL Certification or Process Improvement Certifications a plus
- Knowledge of SSAE 16 and other industry certifications a plus
- Able to present routinely to executive team
- Possess excellent problem solving, critical thinking and interpersonal skills
- Possess excellent verbal and written communication skills
- Possess excellent client service skills
- Highly motivated self-starter
ACADEMIC QUALIFICATIONS & CERTIFICATIONS
- B/S degree or equivalent education and/or work experience required.
- PMP Certification preferred but not required.
REQUIRED EXPERIENCE
- Must have a minimum of 5 years of relevant experience, that includes a minimum of 2 + years in the data center co-location industry or Managed Services Vertical.
PHYSICAL REQUIREMENTS
- Primarily sitting with some walking, standing, and bending.
- Able to hear and speak with others and to use a telephone and 2-way radio.
- Close visual work on a computer terminal.
- Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.
- Ability to lift and carry objects weighing up to 20 pounds.
Work conditions & other requirements
- Hybrid role, with onsite presence 3 days a week plus remote work.
- Regular time spent in data centers and typical office environments with varying temperatures and noise levels.
- Extensive daily usage of computer and/or workstation keyboards and terminals.
- Periodic travel to other NTT GDC Americas' locations, and client or vendor sites.
- Must be able to respond to emergency situations and responsible to carry a cell phone and provide 24 x 7 support as needed.
- Must be willing to work outside normal business hours, including weekends, late nights, holidays.
- Can travel internationally if required.
Compensation Pay Range"This is a remote position that requires reliable internet connection and electricity.
This position also requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $104,100 - $172,500.00.
All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package."
