Senior Client Success Manager
$104,100–$172,500 year
HybridMesa, Arizona, United States
Job Summary
Manage the full client lifecycle from pre-implementation through post-implementation and renewals for Hyperscale and mid-to-large Enterprise clients. Establish and maintain effective relationships by communicating with clients, vendors, and internal teams while conducting periodic account health assessments to drive retention. Gather client requirements, track specifications and changes, and develop comprehensive account documentation. Prepare status reports for management and clients, coordinate quality assurance metrics and testing, and recommend process improvements. Review client contracts and SLA terms, manage approved strategic projects, and oversee support systems for technology, training, and knowledge management. This hybrid role requires onsite presence three days a week, 24x7 emergency support, and periodic international travel.
Required Qualifications
- Working knowledge of Microsoft Office Suite EXCEL
- Working Knowledge of large-scale data center operations and deployments
- Project Management Experience at the Deployment and Program Level
- Must have a minimum of 5 years of relevant experience
- Minimum of 2 + years in the data center co-location industry or Managed Services Vertical
- Able to lift and carry objects weighing up to 20 pounds
- 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
- Must be 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
Desired Qualifications
- 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
- B/S degree or equivalent education and/or work experience
- PMP Certification preferred but not required
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