
Customer Success Director – Data Centre Operations
3 weeks ago
- 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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Mumbai, Maharashtra, India UpMan Placements Full timeRole DescriptionClient Relationship ManagementAct 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 ManagementOwn and manage the end-to-end customer journey from onboarding to...
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