Associate Customer Success Manager

Position Title: Associate Customer Success Manager

Your role Digital Realty’s Customer Operations team is the front-line for all things pertaining to our customer’s experience. The successful candidate for this role will have strong communication skills (written and oral), be able to collect and analyze large amounts of data and work independently. In the Associate Customer Success Manager role, you will be tasked with providing comprehensive billing and inventory analysis for some of our largest Core Network customers. This will include conducting conference calls, as needed, to communicate status of customer account reviews related to inventory and invoicing discrepancies, reviewing customer’s Master Service Agreements/Terms and Conditions, and assisting the assigned Customer Success Manager with special projects. This position is not a typical 9-5 and you may have to meet with customers early morning, late afternoon, etc. If you thrive in an environment of multiple priorities and tight deadlines, we encourage you to apply.

What you’ll do

• Review, research and resolve customer disputes
• Collect and analyze customer inventory data to ensure completeness and accuracy of information.
• Submit requests for site audits for inventory verification. Follow up with our Local Site teams to clarify data collected before summarizing results
• Submit requests to correct inventory and billing discrepancies
• Review and interpret contract language to determine course of action to address disputes
• Conduct weekly/monthly conference calls, as needed, with customers and internally to monitor status of ongoing projects
• Partner with and support Customer Success Managers to resolve inventory and billing issues
• Identify opportunities for process improvements, based on experience and best practices
• Perform miscellaneous job-related duties as assigned
• Proficiency in following competencies
  • Critical Awareness and critical thinking skills
  • Exceptional organizational skills
  • Attention to Detail
  • Sense of Urgency
  • Time Management
  • Ensures accountability
  • Responsive and reliable
  • Ability to work under pressure at a rapid pace
  • Flexibility and multi-tasking
  • Proficient written and oral communication skills
  • Collaborative
  
  

What you’ll need

• Bachelor’s Degree in Business, Marketing, or a related field or equivalent experience
• Proven Customer Support or Customer Success experience
• Proficiency in Microsoft Office Suite
• Familiarity desired with the following systems:
  • Qualtrics
  • Salesforce
  • ServiceNow
  • Oracle
  • Gainsight
  
  

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 25 countries on six continents.

A bit about our Digital team

Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

This is an exciting time to join our business so apply now and make your mark on our future.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.