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Title

Client Success Program Manager  

Description

REMOTE - AZ, CA, TX

POSITION SUMMARY: BASIC FUNCTION

The Customer Success Program Manager will be responsible for the implementation and ongoing program management system for large enterprise/wholesale RagingWire customers across the portfolio. Builds and manages effective client relationships. Also, manages the requisite training materials across the Service Delivery team to support the Knowledge Management efforts.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Establishes and maintains effective relationships with assigned clients.
  • Recommends appropriate process and procedure revisions as needed to focus on continuous improvement.
  • Manages approved corporate strategic projects.
  • Manages key support systems related to technology systems, training, documentation, and knowledge management, as assigned.
  • Assists in all aspects of client lifecycle from pre-implementation to post-implementation focused on assigned clients.
  • Gathers customer requirements and specifications.
  • Provides ongoing account management for assigned clients throughout the life of their contract.
  • Maintains periodic account health assessments to drive customer retention.
  • Documents and publishes meeting agendas and associated minutes.
  • Documents, publishes and tracks action items, owners, and due dates.
  • Effectively communicates and interacts with co-workers and other department team members.
  • Interfaces with customers, vendors and internal departments as necessary.
  • Develops and maintains various client account documentation.
  • Works with the technical staff to ensure test plans have been completed.
  • Prepares status reports to keep management, clients, and project team informed of project status and related issues.
  • Coordinates and responds to requests for changes from original specifications.
  • Coordinates and reports on quality assurance testing.
  • Tracks and reports on quality assurance metrics.
  • Adheres to pre-defined departmental objectives and metrics to provide high level of customer service.
  • Performs other tasks as assigned.
  • Regular, predictable attendance is essential for satisfactory performance.

KNOWLEDGE, SKILLS & ABILITIES

  • Working knowledge of Windows 95/98/2000/XP
  • Working knowledge of MS Project
  • Knowledge of IT infrastructure preferred
  • Knowledge of IT managed services and/or cloud computing a plus
  • Knowledge of ITIL a plus
  • Knowledge of SSAE 16 and other industry certifications a plus
  • Possess excellent problem solving, critical thinking and interpersonal skills
  • Possess excellent verbal and written communication skills
  • Possess excellent customer service skills
  • Strong proficiency with MS Office Suite (Word, Excel, PowerPoint, Project)
  • Highly motivated self-starter
  • Ability to multi-task and remain calm in dynamic environment

    EDUCATION & EXPERIENCE
  • B/S degree or equivalent education and/or work experience required.
  • Must have a minimum of 7-10 years of relevant experience, that includes at least 5 years in the data center co-location industry required.
  • PMP Certification preferred.
 
Position Requirements

PHYSICAL REQUIREMENTS

  • Primarily sitting with some walking, standing, and bending.
  • Able to hear and speak with others and to use a telephone and 2-way radio.
  • Close visual work on a computer terminal.
  • Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.
  • Ability to lift and carry objects weighing up to 20 pounds.

WORK CONDITIONS

  • Data Center and typical office environment with varying temperatures and noise levels.
  • Extensive daily usage of a computer and/or workstation keyboards and terminals.
  • Work on site; no telecommuting.

SPECIAL REQUIREMENTS

  • Periodic travel to other "RDC" Regional Data Center locations, customer or vendor sites.
  • Must be able to respond to emergency situations at the data center.
  • Responsible to carry a cell phone and provide 24 x 7 support as needed.
  • Must be willing to work outside normal business hours, including weekends, late nights, holidays.
  • Must possess a current, valid state-issued driver’s license.
 
Shift Days  
Exempt/Non-Exempt  
Position Client Success Program Manager  
Number of Openings 1  
Exempt/Non-Exempt Exempt  
Hiring Manager(s)  
Location NTT Global Data Centers Americas, Inc., Phoenix  
About the Organization Global Data Centers is a division of NTT Ltd. and incorporates DPA, e-shelter, Gyron, Netmagic, NTT Indonesia Nexcenter, RagingWire and other NTT Communications group Data Center divisions. Our combined global platform is one of the largest in the world, with over 140 data centers spanning more than 20 countries and regions including North America, Europe, Africa and APAC. As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier-one global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our highly reliable, scalable, and customizable data centers.







NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.











All applicants for employment will be subject to pre-employment drug testing, a criminal background check and education/employment verification. Additionally, some positions require a review of driving records, credit checks, and/or successful completion of the federal governments 'Public Trust' background screening.











 
EOE Statement NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information and characteristics, marital status and registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.  

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