The Requirements
To meet the basic qualifications for this role you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. To be a good fit for the Client Relationship Manager opportunity, you also should have:- 2 to 5 years of experience in client-facing roles, ideally in the technology space. Quick question for you - click here
- Technical aptitude and the ability to learn quickly.
- Proven strong relationship development skills.
- Excellent project management skills, including the ability to create and manage cross-functional internal teams for identified customer projects.
- Superior issue resolution, troubleshooting and root cause analysis skills.
- Strong documentation skills.
- The ability to thoroughly understand the internal organization, policies, processes and systems.
- Experience with contract management and interpretation.
- Advanced skill in Microsoft Windows, Office Suite and Visio.
- Strong mathematical skills, including but not limited to the ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.
- A bachelor's degree, preferably in Business or Engineering, or equivalent work experience.
- Demonstrated strong verbal and written communication skills.
- Strong leadership, interpersonal and teambuilding skills.
- Initiative and a proactive approach.
- A proven ability to develop and deliver excellent presentations.
- The ability to work independently with minimal or no supervision in a fast-paced environment.
- Strong time management and multi-tasking abilities.
- Effective organizational skills and the ability to work within and meet deadlines.
- Attention to detail.
- In-depth understanding of colocation, networking, hardware and software.
- Understanding of business fundamentals (profit/loss, strategy, sales/marketing, operations).
- Experience with Salesforce.
- Experience with SAP.
- PMP, ITIL Foundations or other relevant professional certification.
Our strong preference is that you are based in Dallas, but we will consider highly qualified candidates who are based in other locations.
The Role
Reporting to the Director, Client Services, you will join a team that includes two other Client Relationship Managers. We divide responsibilities largely by geography, but also based on workload. Your main focus will be to ensure the satisfaction of the strategic customer base through proactive management and coordination of services that are intended not only to meet our customer's expectations, but also to exceed them.You'll work with all service delivery teams within Digital and Telx to ensure we effectively meet strategic customer requirements as well as the day-to-day business objectives of Telx and Digital. These teams will include Data Center Operations, Sales, Command Center Operations, Property Operations and others. Quick question for you - click here You'll serve as a customer advocate and primary point of contact for your assigned account base. In addition, you will aid in identifying additional sales opportunities, support revenue growth and account retention, and also assist with customer billing issues on an as-needed basis.
More specifically, you will:
- Serve as a dedicated resource to ensure a positive customer experience throughout the life of the relationship. This will include ongoing proactive interaction with the customer as well as responsiveness.
- Conduct weekly/monthly conference calls, as needed, to monitor status of ongoing projects, installations, audits, network migrations, etc. You'll conduct quarterly account reviews designed to review inventory and invoicing for quarterly reconciliation, MSA review related to service cancellations, breakage and consolidations. This will include providing quarterly Invoice and Inventory Summary Reports.
- Assume responsibility for management and oversight of all aspects of the Master Service Agreement (MSA), including:
- Playing a leadership role in coordinating the activities of all internal teams involved in fulfilling the terms of the MSA.
- Creating service orders for new services, account consolidations/mergers and contract renewals.
- Acting as project manager for service changes and cancellations, ensuring services are correctly identified and removed from the invoice on the effective date.
- Manage inventory; these accounts involve high density connectivity with customized MSA terms and pricing. You'll accomplish inventory goals by physical audits and comparison to records, ensuring corrections or updates are made. You'll also project-manage:
- Inventory consolidations (grooms/consolidations/migrations) for customer acquisitions and mergers.
- Service cancellations so services are correctly identified and removed from inventory.
- Manage financial arrangements. Strategic accounts often times have multiple billing accounts, and you will manage the financial terms of the contract and assist with any billing issues the client may have. You'll also analyze and research billing disputes for immediate resolution, determining validity and amount to be considered if credit is approved.
Why Digital Realty
Work with the bestYou'll work with major name corporations in eCommerce, financial services and other industry sectors, companies with high expectations. You'll be confident in meeting those expectations with Digital Realty and Telx behind you. Our operational discipline and strong customer focus have resulted in our achieving five 9s (99.999%) uptime in each of the past nine years.
Influential team
You'll have a direct impact on customers in your portfolio, of course, but you'll also contribute to a team that sets standards and develops policies & procedures to help ensure Digital is closely aligned with customer needs. Client services departments don't usually have this kind of influence in larger companies.
Professional development
There will be plenty of opportunities for you to learn and grow in this role, from expanding your knowledge of data centers and real estate to deepening your leadership and project management skills.
Exciting time to join
With the acquisition of Telx, Digital Realty adds robust colocation, strategic network dense connectivity, a vast and open partner ecosystem and unmatched freedom of choice to one of the world's largest data center footprints. As we integrate processes and teams from the two companies, there will be opportunities for strong performers to make their mark.
The "best of both worlds"
You'll find that working for our company may be a little bit different. We are small enough, with only 1300 employees across our global portfolio, that your hard work will be visible throughout the organization, yet our extensive offering of services and solutions and proven track record of growth; stability and industry-leading innovation give you the resources and tools you need to take your career to the next level.
Unique culture
We are a collaborative, people-focused company dedicated to quality and continuous improvement. When you become a member of our team, you receive our commitment to your continued development and support.
Strong foundation
Our financial strength and stability provide our customers with the assurance that Digital Realty and Telx will be their partner for current data center needs and those in the future, and our investment credit ratings provide us access to paths for more capital. We view each of our customers as a long-term partner.
Green standard for sustainability
We are committed to improving the performance and energy efficiency of our data centers through the creation, adoption and promotion of industry-leading best data center practices and experience. We are pioneers in thinking about green data centers and are also a Contributing Member of The Green Grid.
Excellent compensation
In addition to a competitive wage and discretionary bonus potential, we offer a comprehensive benefits package that includes all you would expect plus some pleasant surprises, like multiple flexible spending plans, a generous company match on the 401(k) plan, and more.
Video: While each data center campus is unique, this tour of 850 E. Collins gives you a glimpse of the features and amenities that make Digital Realty the data center provider of choice around the world. This site is part of our 69-acre Digital Dallas Datacampus in the epicenter of North Dallas' high technology corridor.
Keys to Success
To excel in this role you will combine a strong customer service orientation with high energy and exceptional organizational skills. You should be comfortable striking the right balance between being highly responsive to issues that arise and still taking care of items on today's to-do list. No two days will be the same, and you'll need to be flexible and adept at managing multiple activities and competing priorities.You'll achieve most of your goals over the phone and via email, so effective communication skills will be essential -- it's one of the key ways you will establish your credibility. You'll also need to know when to drive a conversation and when to step back and let it happen. For example, you may facilitate a call between technical resources from both the client's organization and Digital Realty. You'll make sure the call runs smoothly, but the real discussions will take place between the technical experts. While you're facilitating you'll also need to be able to take careful notes.
The fast pace means you'll need to be able to think on your feet, with one eye on the big picture and the other on the details. In order to be effective working across functional lines, you should be proactive about building relationships with key contacts, and also leverage your influencing and motivating skills. For the most part you'll get the best results through a collaborative approach, but they also will be situations in which you'll need to be assertive.
About Digital Realty
Globally delivering the Right Workload, in the Right Place, at the Right Value.℠Digital Realty Trust, Inc. supports the data center and colocation strategies of more than 600 firms across its secure, network-rich portfolio of data centers located throughout North America, Europe, Asia and Australia. Digital Realty's clients include domestic and international companies of all sizes, ranging from financial services, cloud and information technology services, to manufacturing, energy, gaming, life sciences and consumer products.
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Digital Realty offers a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions.
Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.