Your day at NTT DATAThe Client Success Manager will be responsible for the implementation and ongoing program management system for large enterprise/Hyperscale/wholesale NTT GDC Americas’ clients across the portfolio. Builds and manages effective strategic relationships with top ranked client base.
What you’ll be doing
ESSENTIAL DUTIES & RESPONSIBILITIES
- Establishes and maintains effective relationships with assigned clients.
- Recommends appropriate process and procedure revisions as needed to focus on continuous improvement.
- Manages approved corporate strategic projects.
- Manages key support systems related to technology systems, training, documentation, and knowledge management, as assigned.
- Assists in all aspects of client lifecycle from pre-implementation to post-implementation focused on assigned clients.
- Gathers client requirements and specifications.
- Provides ongoing account management for assigned clients throughout the life of their contract.
- Maintains periodic account health assessments to drive client retention.
- Documents and publishes meeting agendas and associated minutes.
- Documents, publishes, and tracks action items, owners, and due dates.
- Effectively communicates and interacts with co-workers and other department team members.
- Interfaces with clients, vendors, and internal departments as necessary.
- Develops and maintains various client account documentation.
- Works with the technical staff to ensure test plans have been completed.
- Prepares status reports to keep management, clients, and project team informed of project status and related issues.
- Coordinates and responds to requests for changes from original specifications.
- Coordinates and reports on quality assurance testing.
- Tracks and reports on quality assurance metrics.
- Adheres to pre-defined departmental objectives and metrics to provide high level of client service.
- Performs other tasks as assigned.
- Regular, predictable attendance is essential for satisfactory performance.
KNOWLEDGE, SKILLS & ABILITIES
- Working knowledge of Microsoft Office Suite
- EXCEL EXPERIENCE A MUST
- Working Knowledge of Data Center Operations
- 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 preferred
- Knowledge of SSAE 16 and other industry certifications a plus
- Possess excellent problem solving, critical thinking and interpersonal skills
- Possess excellent verbal and written communication skills
- Possess excellent client service skills
- Ability to Present weekly, monthly and quarterly up to the C-Suite level
- Highly motivated self-starter
#GlobalDataCentersCareers
EDUCATION & EXPERIENCE
- B/S degree or equivalent education and/or work experience required.
- 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.
- PMP Certification preferred but not required.
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
- Data Center and typical office environment with varying temperatures and noise levels.
- Extensive daily usage of a computer and/or workstation keyboards and terminals.
- Remote, with ability to travel and work in regional Data Center Locations
SPECIAL REQUIREMENTS
- Periodic travel to other NTT GDCA locations, client, or vendor sites.
- Must be able to respond to emergency situations at the data center.
- 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.
- Must possess a current, valid state-issued driver’s license. Can travel internationally if required.
This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is $89,600 – $128,200
