Customer Success Director – Data Centre Operations
2 weeks ago
Role Description
- Client Relationship Management
- Act as SPOC for hyperscale clients across all touchpoints, ensuring consistent, personalized, and positive engagement.
- Build and maintain strong, trusted partnerships with senior client stakeholders.
- Customer Experience Lifecycle Management
- Own and manage the end-to-end customer journey from onboarding to operations, handover, and beyond.
- Drive post-handover design changes in alignment with client needs, ensuring flexibility and operational excellence.
- Monitor, analyse, and resolve Root Cause Analysis (RCA) cases, ensuring timely communication and customer confidence.
- Crisis & Escalation Management
- Lead client crisis management and escalations with urgency and transparency.
- Collaborate with internal operations, engineering, and leadership teams to implement corrective actions and prevent recurrences.
- Customer Retention & Loyalty
- Develop and execute client engagement strategies to improve satisfaction, retention, and lifetime value.
- Drive post-sales loyalty programs, customer advocacy initiatives, and operational excellence to strengthen brand value.
- Implement structured feedback mechanisms to continuously enhance services.
- Strategic Insights & Growth
- Provide customer insights to influence product/service improvements and future data centre design strategies.
Work with business leadership to align customer success outcomes with long-term business goals.
Qualifications
- 8–12 years of experience in Customer Success / Client Engagement / Service Delivery, preferably in Data Centre Operations / Cloud / Hyperscale Infrastructure.
- Strong expertise in customer lifecycle management, escalations, and crisis handling in mission-critical environments.
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