Customer Success Manager (Remote)

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

We are looking for a dedicated and customer-centric individual to join our Sales Operations team as a Customer Success Manager. In this role, you will have the opportunity to build strong, lasting relationships with assigned customers, ensuring their needs are met while maximizing the value they receive from our products and services. You'll collaborate closely with Sales, Support, and other internal teams to manage contract renewals, resolve customer issues, and deliver exceptional experiences throughout the customer lifecycle. By conducting regular business reviews, managing risk, and advocating for customer feedback, you'll play a critical role in helping our customers achieve their goals and drive overall retention. If you're passionate about problem-solving, customer satisfaction, and working in a dynamic environment, we'd love to have you on our team.

Responsibilities:

• Build relationships with assigned customers, assist with issues, and continually delight with a positive, customer-centric attitude.
• Proactively manage Contract Renewal process for assigned customer base.
• Work closely with Sales, Support, Billing, and other Internal teams to ensure an exceptional customer experience and help resolve post sale customer issues.
• Conduct weekly, quarterly, and annual Business Reviews in collaboration with Sales to ensure customers optimize our products/services, issues are resolved, and customer goals are met.
• Evaluate risk management for assigned customers and proactively mitigate risk to drive retention throughout customer life cycle.
• Identify and prioritize customer requests, as well as industry, market and competitor trends and report to key stakeholders.
• Provide insight and relay the voice of customer with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.
• Be a customer advocate and capture customer feedback and reporting requests to internal stakeholders.
• Perform initial Onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer's lifetime.
• Serve as the subject matter expert (SME) providing guidance and addressing challenges in collaboration with customers.
• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value.
• Work closely with Sales and Internal teams to share customer insights that inform additional product and service sales opportunities.

Requirements:

• 2-5 years Customer Success and/or Account Management experience.
• Industry experience preferred: in IT, Data Center, and/or managed services.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base.
• Outstanding multi-task management skills across a varied set of responsibilities.
• Passion for working directly with customers and problem solving.
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises.
• Ability to build credibility and trust by understanding and addressing customer requirements.
• Willing to travel periodically based on customer and business need.

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