Key Responsibilities:

Customer Relationship Management:

Build and nurture relationships with key data center customers. Act as the primary point of contact for customer escalations and issue resolution. Conduct regular check-ins with customers to understand their evolving needs and challenges.

Customer Success Strategy:

Develop and execute a comprehensive customer success strategy tailored to data center clients. Define clear success metrics and KPIs to measure customer satisfaction and loyalty. Identify opportunities for upselling and expansion of services.

Team Leadership:

Lead, mentor, and motivate a team of customer success managers and specialists. Provide guidance and support in managing customer relationships, including complex accounts. Ensure the team is aligned with the company's goals and values.

Customer Advocacy:

Encourage satisfied customers to become advocates for the company, providing testimonials, case studies, and referrals. Gather customer feedback and insights to drive product/service improvements.

Cross-functional Collaboration:

Collaborate with sales, technical, and operations teams to ensure smooth onboarding of new customers and timely issue resolution. Work with the product development team to communicate customer needs and influence product roadmaps.

Customer Training and Education:

Develop and oversee customer training programs to ensure clients maximize the value of data center services. Provide educational resources to help customers understand best practices and industry trends.

Performance Monitoring:

Continuously monitor and analyze customer success metrics to track progress and identify areas for improvement. Prepare regular reports and presentations for senior management. Bachelor's degree in business, marketing, computer science, or a related field (Master's degree preferred). Proven experience in a customer success leadership role, preferably in the data center industry. Strong understanding of data center technologies and services. Excellent interpersonal and communication skills. Leadership and team management experience. Analytical mindset with the ability to use data to drive decisions. Exceptional problem-solving and conflict resolution skills. Customer-centric approach with a passion for delivering exceptional service.