Hyperscale Customer Success Manager

Learn what makes QTS a unique place to grow your career!

Who We Are:

Our life is a digital life, filled with streams of information flowing ceaselessly. Every click, every swipe, every interaction connects us. But where does all that information go? Enter the world of data centers.

"Data centers are experiencing once-in-a-generation demand growth, driven by cloud adoption and the AI revolution," Jon Gray, President & COO of Blackstone.

In the fast-paced world of data, QTS is dedicated to leading the industry in a thoughtful and intentional way. At QTS, we are Purpose Driven and moving communities forward.

At QTS, we believe that how we deliver our services is equally as important as the service we deliver. Our people play a vital role in our company's culture, innovation and growth, and we are deeply committed to those who affect or are affected by our business. Our people are knowledgeable, resourceful, innovative self-starters, and can accomplish great things when working together. That is why QTS is Powered by People!

The Impact You Will Have:

The Hyperscale Customer Success Manager is the primary point of contact for a portfolio of top customers. This role will manage all aspects of work being requested for their hosted environment, from systems and network change requests, to issue resolutions, troubleshooting, and identifying new growth opportunities. This role will work with the technical engineering staff, senior management and executives across our customer's organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs.

What You Will Do:

• Manage a portfolio of customers throughout various stages of the customer lifecycle from new business through renewal.

• Understand and translate customer business requirements and goals to applicable groups

• Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to assure their success

• Consult customers on best practices within data center industry by keeping the customer informed of key QTS information that is critical to their success (i.e. product roadmaps, customer events, or organizational changes).

• Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.

• Understand and translate customer business requirements and goals to applicable groups

• Independently manage multiple priorities, customer meetings, follow-up, and internal/external support while maintaining a high-level of service in a customer friendly manner.

• Assist in resolving customer issues by facilitating the coordination of efforts among QTS's support organizations including but not limited to Customer Care, Data Center Logistics & Operations, Network Operations, Product Development, Product Marketing, Sales, and Executive Leadership.

What You Need to be Successful:

• Bachelor's degree or equivalent professional experience

• Seven or more years of IT, Project Management, Service Delivery or Customer Relationship Management experience

• Experience with developing standardized quarterly business review templates, methodology and frameworks and educate the Sales organization

• Proficient with Microsoft Office suite

• Basic understanding of data center critical environment concepts, such as space, power, cooling, and connectivity

• Excellent customer service skill, excellent communication and technical skills to navigate and support client needs

• Estimated 5% travel based on customer needs.

• Superior negotiating skills - must be able to work effectively with all levels of the organization with sales, engineering, product, and others

It Would Be Great to Have:

• ITIL training and/or certification

• CXPA certification

• Five or more years of IT or Data Center industry experience in a Customer Relationship Management role

• Prior experience developing and implementing survey programs

The Perks (and these are just a few!):

• QRest Sabbatical

• Employee Stock Purchase

• QTS scholarship for dependents

• Eagle Club award trip eligibility

• Paid volunteer days

• Tuition assistance, parental leave and military leave assistance

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to talentacquisition@qtsdatacenters.com and let us know the nature of your request and your contact information.