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Quick Question:

Within the last 5 years, what role did the following play in your job:
Creating and delivering presentations through PowerPoint?
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Quick Question:

Do you possess between 7 and 10 years of experience working in a data center environment, including working directly with Fortune 1000 clients, in a client facing role?
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Quick Question:

Within the last 5 years, what role did the following play in your job:
working with external contractors that required heavy project management?
Senior Technical Solutions Manager
Dallas, TX or Ashburn, VA


Opportunity Snapshot
Find out why you owe it to yourself to consider aligning your career with Digital Realty.
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Build a progressive career home while expanding your skills as part of a growing team

If you truly enjoy taking on a wide variety of issues -- essentially drinking from a fire hose -- and mastering each and every one, this position offers you multiple opportunities. In this role you will:
  • Be able to make a global impact, working with Fortune 500 clients in multiple industries, presenting to their senior leaders regularly. Quick question for you - click here
  • Acquire new knowledge and skills; we are essentially a hybrid between a real estate and a technology company, and you'll learn about both sides.
  • Touch just about all areas of Digital Realty in this role, setting you up to pursue multiple career paths in our organization.
  • Enjoy the energy of an exciting new initiative, working with some of our top clients as part of a new team that acts as a liaison between the client and our tech teams.
  • Showcase your potential to take on additional responsibilities and advance along multiple paths within the organization.
Your mission will be to ensure we deliver an Insanely Great Customer Experience (#igce), ensuring we are taking a high-level approach to customer success while also overseeing day-to-day issues and activities across the company.

Digital Realty: Where the cloud lives and business thrives. We built the global standard for technical real estate, developing a unique capability to acquire, manage, and scale data center campuses. Now, Digital Realty is building a unique ecosystem of open solutions that power customer growth through exceptional service on a foundation of unrivaled data center expertise. The new Digital Realty combines unparalleled data center services, carrier-dense interconnection, real estate acumen, and financial strength to create unique power of choice and value when and where our customers need it. Digital Realty is proud to be a Virginia Values Veterans (V-3) certified company.
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Make Your Mark at an Industry Leader as You Support Top Global Clients

The Requirements
Find out what it takes to thrive as a Senior Technical Solutions Manager
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To meet the basic qualification 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. In addition, to be a good fit for the Senior Technical Solutions Manager opportunity, you will have:
  • A bachelor's degree; an MBA or other advanced degree is a plus.
  • 7 to 10 years of experience working in a data center environment, including working directly with Fortune 1000 clients. Quick question for you - click here Experience supporting customers globally is strongly preferred.
  • Experience in technology environments, ideally with data centers, telecom, network or similar services.
  • Proven strong project/program management skills.
  • Exceptional problem-solving skills.
  • Demonstrated expertise in the operations, maintenance, engineering, construction, and delivery of mission critical facilities. Knowledge of IT server hardware and power circuiting.
  • Demonstrated knowledge of design and operation of critical MEP infrastructure, including multiple types of uninterruptible power systems, emergency power systems, water-cooled and air-cooled air conditioning systems, critical data center electrical and mechanical distribution systems, and monitoring systems.
  • A demonstrated ability to coordinate among internal functional areas to deliver on customer satisfaction.
  • Solid computer skills, including proficiency in:
    • MS Office Suite (e.g. Word, Excel and strong PowerPoint skills; SharePoint).
    • Salesforce or similar CRM.
    • AutoCAD skills are a plus.
  • Willingness to work around time zones, taking calls/meetings after business hours as needed.
Just as important as your experience will be the following "5 C" skills:
  • Critical awareness (on it, own it, responsive, sense of urgency, follow through).
  • Corporate acumen (executive savvy, business acumen).
  • Communications (proactively over-communicate by setting proper expectations early and often; solid written and verbal communications).
  • Conflict resolution (deal well with conflict, damage control).
  • Collaborative (aligned and trustworthy).
Our preference is that you are based in Ashburn VA or Dallas TX. However, we also will consider candidates in other locations where Digital Realty has a strong presence, such as Phoenix, Chicago, Atlanta, Boston and others.

You also will need to be willing and able to travel (once it is safe again), domestically and possibly internationally, up to 30% of the time. Travel will ebb and flow as required.
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Role Overview
A high-level overview of the role. To take a deeper dive into the details, see the Role Specifics tab.
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Digital Realty operates within a marketplace that is increasingly competitive. Customers can choose between a significant number of competitors delivering high quality, cost efficient alternatives. As one of a handful of global providers, Digital Realty has considerable assets and capabilities, along with a significant installed customer base. Driving a 'customer first' mind-set is crucial to our continued success. Customer Operations fuses together the elements of our operations focused on our customers, in order for us to differentiate ourselves in the marketplace. Delivering consistent and excellent service to customers is at the heart of our competitive advantage and the Customer Operations team focuses on doing just that.

You will be part of a team that serves Digital Realty's global accounts, and act as a liaison between the customer and our tech teams. Individually your mission will be to drive customer satisfaction and account growth. As a member of the team, you will support initiatives to enhance the team's function.

In this role you will be:
  • An ambassador, advocating for our customers and collaborating and aligning across global functions with complete transparency.
  • A catalyst, sparking initiatives of change, success and consistency.
  • A driver, demonstrating to customers that we are reliable, on top of it and own it with a sense of urgency. Quick question for you - click here
  • Responsible, proactively communicating and following through until we close the loop. You will exemplify trustworthiness and accountability.
  • A difference maker for our customers and our stakeholders.
Video: Digital Realty's PlatformDIGITAL™ is purpose-built to enable the ever-changing data, control and networking demands of global enterprises.
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Role Specifics
A detailed description of the role. To get the 30,000-foot view, see the Role Overview tab.
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As Senior Technical Solutions Manager, your high-level responsibilities will include:
  • Partnering with Customer Success Manager to act as a customer advocate and support top revenue producing customers.
  • Coordinating with multiple internal departments, including Sales, Accounting, Implementation, Legal, Technology, Product Management, Portfolio Management, and Customer Success to support technical customer requirements, projects and initiatives.
  • Understanding each customer's strategic initiatives, as well as those of Digital Realty, and ensuring that sound decisions are being made in order to deliver quality service.
  • Suggesting improvements to processes and procedures, as well as internal teams and department heads to ensure established goals are met.
  • Acting as Data Center Operations customer escalation point and primary technical point of contact for all events and technical issues.
  • Maintain solid knowledge of critical environment infrastructure, including rack, cage, electrical, mechanical, plumbing, and data cable infrastructure.
  • Assume responsibility for managing technical related aspects of the customer including, but not limited to, operational incidents and initiatives, data center fit out management, root cause analysis and translation to customers, reliability and trend analysis, developing reporting to monitor customers capacity and coordinating with multiple groups within and external to Digital Realty.
  • Taking a proactive approach to client relationship management and handling issues in an efficient and professional manner, both internally and externally, to achieve client satisfaction.
On an ongoing basis you will:
  • Review and analyze all global events and operational issues at all data centers that could potentially impact the customer.
  • Provide direct and regular communications to customer on all global events including leading internal and external meetings and conference calls.
  • Partner with local site teams, technical personnel, vendors, and consultants on developing root cause analyses and identifying improvements. Gather all necessary site data to create customer-facing reports.
  • Lead fit out initiatives and operational improvement projects at customer data centers.
  • Conduct regular face-to-face meeting with customer and provide status on issues and initiatives.
  • Proactively reach out to customer senior leadership for feedback on a regular basis.
  • Partner with DLR Customer Success teams to ensure customer issues and requests are resolved in a timely manner.
  • Drive standardization and partner with Property Operations teams in multiple locations to ensure consistent processes are being followed.
  • Understand the customers' business and their needs.
  • Develop metrics to continually monitor the performance of the customer data centers.
  • Coordinate with other SMEs in the company to identify trends in equipment failures, anomalies and/or site operational issues. Review and analyze information from CMMS, Building Automation, and DCIM systems.
  • Track and ensure resolution of OEM field change notices, recalls and advisories related to customer equipment.
  • Develop and distribute technical bulletins and new standards to Operations teams. Review and revise existing standards as required in partnership with Operations and Technical Operations leadership.
  • Evaluate the technical skills and abilities of the site Operations teams, provide recommendations, and support in the development of training programs.
  • Review and evaluate the design documentation for all new customer Data Centers and participate in commissioning activities.
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Why Join Us
More good reasons to build a progressive career home with Digital Realty.
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Your personal stamp
This is your chance to "put your signature" on driving an Insanely Great Customer Experience (#igce) with best-in-class Customer Success.

High visibility
Our senior leaders recognize the strategic importance of customer success and they are investing in people and processes to ensure we deliver -- your successes in this area will be noticed.

Operational excellence
You know as well as anyone that issues come up. At the same time, your efforts will be backed by an operations organization that takes pride in performing at a high level. Across a number of industry-standard metrics, we consistently deliver at a very high level. You'll find a commitment to customer service and satisfaction, driven by a culture that views every customer as a long-term partner.

Professional development
We know you'll bring subject matter expertise in customer success as well as a strong technology background, but our business model is unique and you will have plenty of opportunities to expand your knowledge. Success in this role could set you up to pursue multiple career paths within our expanding organization.

Growth without limits
We're growing fast and growing smart, including acquiring businesses that complement and strengthen our core offerings. We're already one of the largest players in our space, and ongoing growth will create opportunities for strong performers.

Entrepreneurial culture
We value collaboration and encourage innovation, and the organization is committed to providing employees the tools they need to excel and develop professionally.

Excellent compensation
In addition to a competitive salary and discretionary bonus program, we offer a comprehensive benefits package.
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Road to Success
Characteristics that set our top performers apart . . .
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This is a heavy liaison role for someone with a calm demeanor, professional polish and the ability build outstanding client relationships -- you should be the first one the client calls in all interactions, whether positive or negative.

We'll look to you to take a blank-slate approach to assessing where we are and where we need to be, and you'll build on strengths, shore up weaknesses, and ensure we're taking advantage of current best practices. That will require strategic vision, but you also will need to be willing to "roll up your sleeves" to achieve goals.

To excel in this role you will become a trusted advisor and an extended member of the client's team, and they will share their strategic vision with you. Through your knowledge of Digital Realty internal processes and customer needs, you will create an "Effortless Experience" for your customers in dealing with us.

Your primary focus will be to advocate on behalf of customers, but you also will be well positioned to identify new opportunities for Digital Realty to be of service. The key measures of your success will be client retention and account growth.
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Digital Realty is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at sgaskill@engage2excel.com.