Customer Success

**Overview**

**Your role**

Provide and support end to end holistic delivery of the agreed-to Operational Service for assigned customers:

- managing the customer interface on all elements of the operational contract
- ensure that the agreed-to Operational Service for our customers is delivered based on a shared approach across the customer portfolio including internal and customer reporting.
- provide for developing and maintaining the Customer Success relationship with customers ensuring exceptional customer experience and SLA attainment.

To act as the interface between local and regional sales and local operations, in order to help maintain and grow customer revenue and ensure quality and consistency in customer experience.

**Main responsibilities**
- Identification, management, and awareness **of non-standard Customer requirements** including T&Cs, SLAs, reporting, and H&E from Design through to Operations, especially during the RFP (tender) or project phases
- Ensure an **Account knowledge Management System** (AKMS) is maintained as a central repository of data, information, and knowledge needed to manage the lifecycle of services to Customers.
- **Monitoring SLAs attainment** **and i**dentification of risks to Operational SLA** and where necessary, working with other internal functions to identify actions to ensure the agreed Service Levels are maintained.
- **Monitor Incidents and Problems** so that countermeasures may be introduced if service levels are likely to be breached, in addition, ensure Incident Management reports are completed within OLA / SLA requirements
- Responsible for **Customer-facing Service Review Meetings** including reporting timeliness, SLA management/monitoring, and ensuring that SLA breaches are valid based on contractual obligations and appropriate evidence. Identifying opportunities for service improvement, based on the results of service review
- Co-ordinating Customer Success related **customer escalations and complaints**
- **Ensure that the customer voice** is included in our strategy (value proposal) and there is a local follow up for the customer feedback, including improvements or escalations
- Participates in European Business Reviews/Service Reviews for selected international customers.
- Management of claims and complaints, including financial aspects
- Assist and act in customer or internal audits as required, providing the requested information in a timely manner
- Attend customer-requested technical site visit. Coordinate requirements and schedules within the internal functional teams.

**Requirements**:

- Bachelor level (e.g. Degree in Marketing, Sales, Business)
- Minimum 3+ years of experience in a customer service environment in a service company, preferably a utility, datacenter, IT or telecommunications company.
- Experienced with project planning/ scheduling and reporting
- ITIL qualifications/certifications and experience are preferred
- Fluent in Spanish and English (B2/C1 level)

**A Bit About Us**

Interxion: A Digital Realty Company, is a leading provider of carrier
- and cloudneutral data center services across EMEA. With more than 700 connectivity providers in over 100 data centers across 13 European countries, we are at the heart of the internet - powering finance, communication, healthcare, creativity, entertainment, life. As part of Digital Realty, our customers now have access to 49 metros across six continents. We’ve 2,800+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.

**What We Can Offer You