Senior Customer Success Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

SUMMARY:

Responsible for developing customer relationships that promote customer loyalty. Work closely with customers to ensure they receive exceptional service across our platform and identify areas we can improve on. Responsible for creating policies and procedures that optimize the customer experience.

DUTIES AND RESPONSIBILITIES:

• Retain existing customers and assist with customer expansions. 
• Oversee and orchestrate all aspects of service delivery on assigned customer base leveraging internal and external partners and resources
• Establish relationships and build partnerships with internal stakeholders and vendor/carrier partners resulting in best-in-class service delivery to customers
• Develop business relationship strategies and other projects for customers
• Develop a cadence for regular business reviews
• Assist with implementation, on-boarding new customers and managing escalations
• Understand each customer's business and build a business strategy to support their needs
• Act as trusted advisors to both internal and external customers from the beginning through onboarding, project success, and renewals.
• Through confident communications, present to customers demonstrating expert knowledge of all services and capabilities
• Establish and maintain trust with customers by consistently providing superior service, meeting all deadlines, and delivering as promised
• Liaison between accounting, legal, sales and operations
• ServiceNow Portal SME, customer training and voice of the customer

SUPERVISORY RESPONSIBILITIES:

• This job currently has no supervisory responsibilities.

QUALIFICATIONS:

• Bachelor’s degree in business or related field or equivalent business experience
• Minimum 2-5 years in strategic customer management, contract management, leveraging partners and resources to support customer expansion and experience.
• Preferred background in critical facilities, high tech and fast paced, high growth companies.
• High degree of independent decision-making authority
• Understand basic data center infrastructure.
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• Proficient in the use of technology and software platforms to generate business reviews, conduct audits of customer data, and ensure service tickets are executed upon (strong proficiency using ServiceNow)
• Able to pick up quickly and communicate Aligned’s unique product offerings and services to support customer needs
• Able to demonstrate critical thinking skills needed to provide solutions for customer needs and issues

CORE COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Aligned Data Centers is an equal opportunity employer that embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.  All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.