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Customer Success Manager
location icon Location
United States
company icon Company
SDC Technology Services, L.L.C.
date icon Date
2024-02-11

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Stream Data Centers powers, cools, protects, and connects the technology of the world’s well-known hyperscale data companies, cloud providers and large enterprises. Developing and operating across eight markets in North America. Stream has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. Stream’s business is growing exponentially, through a combination of greenfield market expansion and acquisitions across North America.

As Stream Data Centers Customer Success Manager, you'll be the linchpin in our mission to exceed client expectations, blending the intricacies of account management with a proactive project advocacy mindset. Tasked with fostering a zero surprises ethos, your role is integral to ensuring transparency and predictability in every project. By seamlessly collaborating with both internal teams and external clients, you'll champion client needs, uphold our steadfast dedication to safety and sustainability, and drive continuous innovation. At Stream, you won't just be managing accounts; you'll be forging enduring relationships and setting the gold standard in the data center landscape.

ESSENTIAL FUNCTIONS

  • Account Management Leadership: Take the helm in leading efforts to support and manage Stream’s most significant client accounts. Ensure that we're not just meeting but exceeding expectations at every touchpoint. This involves a deep integration understanding of each customer's operational and strategic blueprints, ensuring a symbiotic relationship.
  • Project Advocacy: Partner closely with our construction team, bolstering project management efforts to deliver a zero surprises experience for the customer. Be their advocate, ensuring that every stage of their projects is transparent, predictable, and centers around the customer's intricate needs. This ensures a smoother, more integrated approach to project delivery, further solidifying the trust our clients place in Stream.
  • Lease Management & Communications: Oversee and ensure compliance with all lease-related commitments made to our clients. Proactively communicate any lease milestones, changes, or requirements, ensuring customers are always informed and confident in Stream's ability to meet their infrastructure needs.
  • Safety & Sustainability: Amplify Stream's unwavering commitment to safety and sustainability in every client interaction and project. This is integrated not just as a company mandate but a shared value with our clients.
  • Strategic Client Relationships: Act as the linchpin in deepening relationships with key clients. By understanding the holistic view of customer operations, identify avenues for mutual growth and integrated value creation.
  • Inter-Departmental Collaboration: Serve as the vital conduit between construction, operations, and clients. Ensure there's an integrated approach to communications, project planning, and execution, mirroring the strategic directives set at the SVP level.
  • Continuous Improvement: Elicit feedback and derive insights from each project, focusing on how seamlessly our solutions integrate with client operations. Harness these learnings to fuel iterative enhancements in Stream's methodologies and offerings.

OTHER RESPONSIBILITIES

  • Stakeholder Feedback: Gather feedback not just from clients, but also from internal stakeholders to ensure the process improvements benefit the entire organization.
  • Industry Trends: Stay updated with industry best practices and technological advancements to ensure Stream remains at the forefront of the data center landscape.
  • Client Onboarding: Assist the sales team during the final stages of client onboarding to ensure a smooth transition and immediate alignment with client needs.
  • Cross-functional Initiatives: Engage in company-wide initiatives or projects that require the insights and expertise of the customer success domain, ensuring customer-centricity across all facets of Stream.

QUALIFICATIONS

  • Bachelor’s degree in Business Administration, Engineering, or a related field. Master's degree or equivalent professional certification would be a plus.
  • A minimum of 5 years of experience in customer success, account management, or a client-facing role.
  • At least 2 years of hands-on experience in data center construction projects, with an understanding of the intricacies and challenges involved.
  • Prior experience in legal documentation review, particularly in the context of leases, contracts, and service agreements.
  • Familiarity with project/work management systems (like Wrike, Salesforce) and other customer success tools. A deep understanding of data center construction projects, operations, and related technical concepts.
  • Communication: Exceptional verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely to varied audiences
  • Strong analytical and critical thinking abilities, coupled with a proactive approach to problem identification and resolution.
  • Demonstrated ability to cultivate and nurture long-term client relationships, turning customers into advocates and partners.
  • Experience managing multiple projects simultaneously, with an emphasis on delivering results on-time and within scope.
  • Proven ability to work seamlessly within cross-functional teams, fostering collaboration and achieving shared objectives.
  • Ability to thrive in a fast-paced environment, adapting to changing customer needs and business realities while maintaining a customer-first approach.
  • Commitment to uphold the company’s values, maintaining the highest standards of professionalism, honesty, and trust in all interactions.
  • A penchant for continuous learning and self-improvement, staying abreast of industry trends, best practices, and emerging technologies.

On-Target Earning (OTE): $220K to $360K

Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, location, and other job-related reasons.

_________________________________________________________________________

Stream is an equal-opportunity employer and does not discriminate on the basis of ethnicity, race, religion, sex, age, national origin, disability, military status, or any other reason prohibited by law. Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

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