Senior Customer Success Manager – Strategic Accounts

Responsibilities

• Ensure customer satisfaction, retention, and growth by delivering proactive, high‑value, and personalized support throughout the customer lifecycle within our data centers.
• The Customer Success Manager (CSM) is the primary point of contact for the client for all types of requests.
• Manage customer communications (maintenance, events, incident management, improvement areas, technical work).
• Monitor and improve customer satisfaction.
• Manage client tickets using DATA4’s tools related to CSM activity.
• Identify cross‑sell/up‑sell opportunities (e.g., hands & eyes, contract upgrades, DR services, cloud services).
• Internal coordination: Be the voice of the customer internally, contributing to continuous improvement in services, processes, and communication.

Requirements

• Proven experience in customer relationship management within data centers.
• Managing Key Accounts
• Strong listening and needs analysis skills.
• Ability to coordinate and manage projects and external service providers.
• Project management capabilities.
• Proficient with standard office tools.
• Basic knowledge of data center technologies: power, cooling, physical security, network connectivity.
• Excellent verbal and written communication skills.
• Strong customer service mindset, diplomacy, and attention to detail.
• Ability to simplify technical topics for various audiences.
• Experience managing a technical client portfolio.
• Proficient with ITSM and CRM tools.
• Fluent in local language; Fluent in English.
• Versatility and open-mindedness.
• Pragmatism and adaptability.
• Strong interpersonal skills and active listening.
• Decision‑making ability.
• Analytical and synthesis skills.
• Methodical and detail‑oriented.
• Team spirit.
• Good stress management.