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SUMMARY

The Director, Customer Success will develop and deploy the strategy and execution of Customer Success Program for the QTS customer base. This role will develop and deploy a programmatic approach to building and leading a value-added Customer Success Program for the QTS portfolio. This includes the responsibility for ensuring that the Customer Success team delivers on the objective of ensuring customer satisfaction, retention and growth. This role is accountable for the hiring, development and performance of a team of Customer Success Managers and Customer Success Specialists. This role will report to the SVP, Account Management.

RESPONSIBILITIES, other duties may be assigned.

• Lead the Customer Success Managers and Client Support Specialists within the group; to include hiring, coaching and developing all Team members.
• Manage and support the team which is responsible for ongoing support of all existing Customers: with retention and growth of revenue as well as the customer satisfaction of each customer.
• Lead the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and service.
• The Director of Customer Success works cross-functionally throughout all of QTS to drive business outcomes and establish processes to resolve customer issues.
• Support and guide the customer success team as they work with management, senior management and executives across our customer’s organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs.
• The Director of Customer Success works cross-functionally to drive business outcomes and establish processes to resolve customer issues.
• Work closely with the sales management including VP’s and Directors to align on strategies, coverage plans, and account opportunities.
• Working with internal teams to continue develop, analyze and improve process and procedures.
• Recommends process improvements with a focus on customer success.
• Build a program that proactively facilitates the management of customer expectations during their lifecycle and measurement of key milestones to assure their success.
• Develop, support and manage the Customer Success Managers, which will own key relationships with our largest customers.
• This position will serve as a liaison with their Team and between sales, the customer, and all the appropriate line of business within the organization.
• Manage escalations from team / clients.
• Assist the team in resolving customer issues by facilitating the coordination of efforts among QTS’s support organizations including but not limited to Customer Service, Data Center Operations, Engineering, Facilities, Product, Development, Billing, and Sales.
• Grow and develop Team members with the portfolio of customers throughout various stages of the customer lifecycle from New Business through Renewal.
• Support all of Sales Account Managers and Account Executives with clients on selective upgrade and renewal opportunities.

BASIC QUALIFICATIONS

• Bachelor’s degree or equivalent professional experience
• Five or more years developing and implementing Customer Success strategies in an established enterprise sales organization.
• Eight or more years of IT or Data Center industry experience, Project Management or Service Delivery experience in a Customer Relationship Management role
• Experience reviewing and analyzing survey data sets for metrics and themes to identify improvement opportunities.
• Advanced knowledge of data center critical environment concepts (space, power, cooling, connectivity) and how they are offered as product and services.

• Experience with developing standardized quarterly business review templates, methodology and frameworks and educate the Sales organization.
• Estimated 10% travel based on customer needs.

PREFERRED QUALIFICATIONS

• Ten or more years of overall management experience in the IT industry

• Salesforce.com and Service Now experience.
• Prior experience developing and implementing survey programs.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to create strategies, implement and track performance, and achieve set objectives.
• Demonstrated analysis, problem-solving and troubleshooting expertise.
• Must have exceptional communication, presentation, communication and interpersonal skills, the ability to motivate and persuade teams and team members.
• Ability to read and translate technical documentation such as systems/network architecture diagrams, business continuity/disaster recovery documents.
• Actively invests in growing yourself and others to build the talent and capabilities required for sustained success. Provide training and mentorship for the Customer Success Team.
• Comfortable interacting with all levels of management and roles within the customer’s organization.
• Superior customer service and negotiating skills – must be able to work effectively with all levels of the organization with sales, engineering, product, and others.
• Ability to communicate customer experience strategies and goals, and influence and coordinate other teams to execute against the goals.
• Possesses excellent customer facing skills, excellent communication and technical skills to navigate strategically to support your client’s needs.

TOTAL REWARDS

• This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.
• This position is Bonus eligible.
• This job may be eligible for equity.

#LI-AP1

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.