Senior Customer Success Manager – Strategic Accounts in Marcoussis

Responsibilities

• Ensure customer satisfaction, retention, and growth by delivering proactive, high‑value, and personalized support throughout the customer lifecycle within our data centers.
• Serve as the primary point of contact for the client for all types of requests.
• Represent DATA4 during the Operations/Run phase, which begins after contract signature and delivery of the agreed customer scope.
• Be an accountable member of the Sales Division for overall service quality, focusing on service continuity.
• Lead client onboarding: run kickoff meetings, grant portal access, and provide training on key procedures.
• Ensure execution of DATA4’s contractual commitments.
• Share deliverables such as KPIs, reports, and documentation.
• Prepare and lead customer meetings: steering committees, follow‑ups, and audits.
• Draft and distribute meeting minutes (internal and external).
• Manage customer communications including maintenance, events, incident management, improvement areas, and technical works.
• Support clients during audits.
• Handle all customer requests, informing management and affected teams.
• Participate in internal meetings related to managed accounts.
• Act as part of the customer‑defined escalation chain.
• Monitor and improve customer satisfaction.
• Provide on‑call support as Head of Customer Success when required.
• Act as an interface between customer requests and internal departments.
• Maintain up‑to‑date documentation.
• Manage client tickets using DATA4’s tools related to CSM activities.
• Manage customer satisfaction processes (surveys, churn analysis, recommendations, DATA4 events).
• Identify pain points or areas for improvement and coordinate internal corrective actions with support, technical, and network teams.
• Identify cross‑sell and up‑sell opportunities (e. g., hands & eyes, contract upgrades, disaster recovery services, cloud services).
• Collaborate with Sales and Pre‑Sales to design customer‑focused solutions.
• Ensure strategic alignment and understanding of client needs via steering committees in partnership with the Sales team.
• Be the voice of the customer internally, contributing to continuous improvement of services, processes, and communications.
• Represent customer needs in internal committees (service, security, technical evolution).
• Define and document processes; assess risks and opportunities and define action plans to achieve objectives.
• Manage communication with stakeholders involved in the process; train and inform stakeholders on applicable rules and procedures; enforce compliance with procedures and standards.
• Continuously coordinate with the Certification Manager and domain leads to ensure integration of Management System (SMI) topics during changes related to Organization, Equipment, Services, Contracts, Buildings, Stakeholders, Regulations, and Procedures.
• Stay informed of market, technical, regulatory, and standards developments; communicate changes to other process owners.
• Ensure proper documentation management (minimum one documentation review per year); conduct an annual process review; report non‑conformities and monitor process performance (KPIs and action follow‑up); participate in internal and certification audits.
• Ensure implementation of corrective actions; propose improvements to workflows, KPIs, and documentation; participate in management reviews when necessary and propose new action plans and objectives.

Requirements

• Proven experience in customer relationship management within data centers.
• Experience managing Key Accounts.
• Strong listening skills and ability to analyze customer needs.
• Ability to coordinate and manage projects and external service providers.
• Project management skills.
• Proficient with standard office productivity tools.
• Basic knowledge of data center technologies: power, cooling, physical security, and network connectivity.
• Excellent verbal and written communication skills.
• Strong customer service mindset, diplomacy, and attention to detail.
• Ability to simplify technical topics for diverse audiences.
• Experience managing a technical client portfolio.
• Proficient with ITSM and CRM tools.
• Fluent in the local language and fluent in English.
• Hard Skills
• Customer Relationship Management
• Project Management
• Data Center Technologies
• KPI Management
• Documentation Management
• Technical Client Portfolio Management
• Process Improvement
• Risk Assessment
• Service Continuity
• Contract Management
• Soft Skills
• Strong Listening Skills
• Analytical Skills
• Attention to Detail
• Diplomacy
• Communication Skills
• Customer Service Mindset
• Ability to Simplify Technical Topics
• Collaboration
• Problem‑Solving
• Stakeholder Management
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