Your role
Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention
Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues
Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed
Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance.
Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations.
Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.
Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales.
Drives coordinated management of customer escalations, ensuring transparent communication, root-cause clarity, and timely resolution.
Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., aged debt).
Engages internal leaders to develop mitigation strategies that preserve and strengthen long-term relationships.
Ensures consistent follow-up on all customer feedback mechanisms, including surveys and listening posts.
Leads the identification and delivery of service improvement initiatives across accountable teams.
Coordinates customer audits from initiation through closure, ensuring thorough preparation, response, and validation.
Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.
Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers.
Partners with Operations leadership to strengthen cross-functional collaboration and elevate standards of service across regions
What you’ll need
Bachelor’s degree in business, IT, Engineering, or a related discipline; equivalent experience considered.
Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications.
Proven expertise supporting complex, multi-regional, or global enterprise customers.
Strong familiarity with service management frameworks; ITIL certification preferred.
Demonstrated ability to influence without authority across diverse stakeholder groups.
Responsibilities
Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention
Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues
Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed
Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance.
Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations.
Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.
Acts as a liaison and advocate between customer stakeholders and internal teams, ensuring unified execution across Operations, Implementation, Sales, and Finance.
Partners with Implementation teams to ensure seamless onboarding and successful introduction of Digital Realty products and services post-sales.
Drives coordinated management of customer escalations, ensuring transparent communication, root-cause clarity, and timely resolution.
Identifies early indicators of risk, including renewal concerns, operational instability, or financial issues (e.g., aged debt).
Engages internal leaders to develop mitigation strategies that preserve and strengthen long-term relationships.
Ensures consistent follow-up on all customer feedback mechanisms, including surveys and listening posts.
Leads the identification and delivery of service improvement initiatives across accountable teams.
Coordinates customer audits from initiation through closure, ensuring thorough preparation, response, and validation.
Supports awareness and adoption of new products, organizational changes, systems, processes, and policies across global accounts.
Actively contributes to the Global Customer Success community, sharing expertise, leading initiatives, and mentoring peers.
Partners with Operations leadership to strengthen cross-functional collaboration and elevate standards of service across regions
Qualifications
Bachelor’s degree in business, IT, Engineering, or a related discipline; equivalent experience considered.
Minimum 7+ years in customer-facing roles within service-focused industries such as data centers, utilities, IT, or telecommunications.
Proven expertise supporting complex, multi-regional, or global enterprise customers.
Strong familiarity with service management frameworks; ITIL certification preferred.
Demonstrated ability to influence without authority across diverse stakeholder groups.