Senior Client Success Manager

The Senior Client Success Manager is responsible for the onboarding, implementation, and lifecycle account management for Hyperscale or mid-size to large Enterprise clients.

• 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 EXCEL EXPERIENCE A MUST
• 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.