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    Customer Success Manager - Dallas, United States - Databank

    Databank
    Databank Dallas, United States

    3 weeks ago

    Default job background
    Description
    Customer Success Manager

    DataBank Holdings Ltd.

    is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure.

    DataBank's managed data center services are anchored in world-class facilities.

    Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives.

    DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

    DataBank is proud to be an Equal Opportunity Employer.

    Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.


    Responsibilities:
    Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude
    Provide proactive strategy with their assigned customer accounts
    Proactively manage contract renewals for assigned customer base
    Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues

    Conduct weekly, quarterly, and annual customer success reports to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met.

    Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.

    Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.

    Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

    Be a customer advocate while capturing customer feedback and reporting requests to internal stakeholders.
    Perform initial on-boarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer's lifetime
    Perform initial on-boarding of accounts with [redacted] customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime
    Serve as the subject matter expert (SME) providing guidance and addressing challenges on work/ project management and collaboration to customers
    Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value
    Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
    Other duties as assigned

    Requirements:

    2-5 years account management experience
    Account management experience, preferably in IT, Data Center, and/or managed services
    Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
    Outstanding multi-task task management skills across a varied set of responsibilities
    Passion for working directly with customers
    Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
    Ability to build credibility and trust by understanding and addressing customer requirements
    Willing to travel periodically based on customer and business need


    Benefits:
    Health, Vision and Dental Insurance Packages
    Short-Term and Long-Term Disability?Insurance
    Life Insurance?
    401k with company match?
    Paid Time Off and Paid Holidays?

    #J-18808-Ljbffr
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