CyrusOne
Senior Customer Experience Manager
Dallas, TX · Senior
Sponsorship not specifiedDetected 5 days ago
Incident ResponseOnboardingCustomer SuccessCadenceCommunicationOrganizational Skills
About the role
- All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
- CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws.
- We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.
Responsibilities
- Reviews, documents, and communicates contracted support requirements for functional teams and business process stakeholders.
- Collaborates with the Implementations Managers and regional Facility Operations teams to prepare for operational handover of the data center space, including interim early access requirements.
- Creates and develops Site Induction documentation through partnership with the business stakeholders and Global Marketing team.
- Partners with the CyrusOne Sales and Account Team to transfer account knowledge, stakeholder contacts, customer expectations, and plan for regular customer cadence meetings.
- Drives, manages, and resolves critical customer issues and escalations to generate an excellent customer experience and maintain operational excellence of the CyrusOne team.
- Identifies, defines, and documents non-standard customer processes and policies.
- Performs weekly, monthly, and quarterly customer meetings to review open action items, quote and order status, support requests, changes, incidents, and strategic initiatives.
- Partners with the Global Service Desk, Implementations Managers, Facility Operations, and Service Delivery teams to assist with order delivery and fulfillment.
- Supports customer incident drills to ensure process and communication alignment between the CyrusOne functional teams and customer stakeholders.
- Performs QA/QC of custom reporting packages.
Requirements
- Experience in account and escalation management, change management, and incident management
- Knowledge of telecom, network, cloud services, and IT systems
- Ability to tactfully navigate through escalations, challenging conversations, conflicting interests, and financial considerations while maintaining composure, core values, and goodwill.
- Technology savvy with the ability to adopt and respect global forms of communication including cultural norms, language barriers, and time zone differences
- Customer success mentality with the ability to prioritize the customer experience
- Willingness to attract and nurture customer relationships, vendor relationships, and industry partner contacts to ensure positive reputations and continued success.
- Desire to build and develop relationships with CyrusOne colleagues to increase organizational effectiveness and mutual value generation
- Naturally enthusiastic for the work, industry, and growth opportunities, while demonstrating strong interpersonal, written, and oral skills
- Ability to document current processes while conceptualizing evolved processes through systems and automation
- Aptitude to develop feedback systems, surveys, reports, and lessons learned documentation
Nice to have
- Technical aptitude and understanding of the technical service industry preferred
- Experience with data center builds, migrations, and installations preferred
Benefits
- Leverages customer trends and feedback to identify and create long-lasting solutions that benefit the customer experience.
Company info
- Engages with new and existing customers during implementation to support and enable technology platform success, contractual requirement adherence, and regional policy and escalation procedures.
- Confidently communicates CyrusOne's standard policies and procedures, and proactively communicates process modifications as applies to the supported customers.
- Assists customers with audit and tour requests to ensure support, content, and compliance documentation is complete and accurate.
- Develops deep and meaningful relationships with customers to enable transparent communication, customer success, and mutually beneficial insight into business opportunities.
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This listing is sourced directly from CyrusOne's careers page and normalized into a canonical job model.