Milestone Technologies, Inc.

  • Customer Success Manager

    Job ID
    2018-6540
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Data Center
  • Overview

    You will be working directly with one of our most important clients. This client is a large global public technology company and leader in social media. As they grow, their data center operation has been expanding at a breakneck pace, resulting in an ever-proliferating set of services for ITRenew to deliver. We are looking for polished customer success professionals to help further nurture the partnership at tactical support level.

    You will work shoulder- to-shoulder with the data center site leads, ITR technicians and other stakeholders to provide the highest-performance services for the site teams. You will act as the communication node amongst ITRenew and client members and have a pulse on the daily activity of the data center as well as activity impacting the data center and local resources. Additionally you will focused on understanding the client’s needs and priorities, support planning for upcoming projects and initiatives, and work collaboratively to solve for unanticipated problems.

    Responsibilities

    • ●  Ensure ITRenew provides the highest quality service at all times

    • ●  Proactively communicate with client data center leads, technicians and stakeholders

      frequently to understand areas of opportunity and service needs

    • ●  Engage lead stakeholders in strategic dialogue about ways in which the client and

      ITRenew can improve site performance through ongoing and new initiatives

    • ●  Monitor all ongoing services for quality, efficiency, and effectiveness

    • ●  Communicate project and initiative status proactively

    • ●  Oversee and enter data into the systems/processes that track and monitor ITRenew’s

      performance

    • ●  Lead all regularly scheduled communications with client data center leads, including

      but not limited to in-person meetings, phone calls, emails exchange.

    • ●  Regularly inspect eradication room (ERAD room) to ensure proper physical

      organization/cleanliness and workflow efficiency and escalate as appropriate

    • ●  Lead daily check-ins with ITRenew ERAD technician to (i) make sure he/she is fully

      resourced and (ii) learn if there are any upcoming problems

    • ●  Act as a facilitator to coordinate with client and internal teams to design and manage

      ad-hoc projects, and ensure proper execution

    • ●  Meet weekly one-on-one with all key stakeholders and partners to provide proactive

      updates, address problems and plan for upcoming initiatives

    • ●  Establish yourself as a champion for internal communication and best practice

      implementation

    • ●  Act as the communication node amongst the client and internal operations and have

      a pulse on the activity of the data center and activity impacting the data center.

    • ●  Communicate ERAD performance to leadership to ensure ITRenew’s customer

      success team is fully informed of all key developments happening at the data center

    • ●  Escalate any/all potential issues as appropriate to stay ahead of client needs

    • ●  Share and develop best practices with other ITRenew Customer Success Managers

    • ●  Manage Customer Success performance metrics and tracking systems

    • ●  Maintain highly visible and consistent presence on- site at the data center, in online meetings etc.

    • ●  Uphold ITRenew’s standards of professionalism and service .

    • ●  Up to 20% Travel

    Qualifications

    • ●  University Degree

    • ●  Proficient in Microsoft Office Suite, specifically Excel and PowerPoint

    • ●  Knowledge of customer service practices

    • ●  Ability to learn software programs for tracking and general data entry

    • ●  2-4+ years in account management and/or client services (technology company

      preferred but not required)

    • ●  2+ years work in high-end B2B services organizations preferred but not required

    • ●  2+ years of customer-facing experience

    • ●  Demonstrable project management abilities including experience with leading

      complex projects with multiple stakeholders and familiarity with general PM best

      practices

    • ●  Collaborative mindset to drive complex, cross-functional initiatives with decisiveness

      and adaptability

    • ●  Must be a high-energy, self-starter who thrives in entrepreneurial and collaborative

      environments; management experience in a startup or growth company is highly

      regarded but not required

    • ●  Extensive experience navigating complex, matrixed organizations in a friendly but

      effective manner

    • ●  Excellent communication skills, verbal and written, with the ability to effectively

      collaborate with engineering, legal, compliance, logistics, and data center

      management teams

    • ●  High comfort level in a fast-paced, entrepreneurial, and innovative organization

    • ●  High comfort level with building programs and ambiguity

    • ●  Must operate with the high empathy/EQ essential to effectively foster an inclusive,

      high-performing culture that takes pride in world-class customer service

    • ●  Natural and proactive relationship building skills

    • ●  Experience in the data center industry is a plus but not required

    • ●  Speak English at Fluent/Native level required and proficient in Swedish preferred

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