Senior Manager - Customer Success

Job Title: Senior Manager - Customer Success, Data Center Operations

Experience: 10-15 years

Location: Pune

We're seeking an experienced professional to lead our Customer Success team in Data Center Operations. This role combines technical expertise with strong customer relationship management to ensure top-tier service delivery and customer satisfaction.

Key Responsibilities:

1. Data Center Excellence

Orchestrate IT operations to maintain committed uptime across multiple data centers

Implement and oversee preventive maintenance protocols to minimize service-impacting outages

Ensure compliance with certification standards and operational best practices

2. Customer Experience Leadership

Spearhead customer onboarding, providing hands-on support during implementation phases

Coordinate stakeholder communications for successful customer audits

Develop and deliver training programs for smart hands team to elevate customer service quality

3. Service Delivery Optimization

Manage enterprise servers, colocation racks, and associated SLAs

Deploy and refine infrastructure monitoring tools and practices

Collaborate with DC Infrastructure teams to maintain environmental control SLAs

Drive continuous improvement in hosted environment integrity and functionality

4. Customer Relationship Management

Serve as primary point of contact for overseas customers and high-priority accounts

Ensure swift resolution of customer issues through effective coordination with SAM and PM teams

Expand and retain customer base in managed services domain

5. Vendor and Partner Collaboration

Oversee vendor performance and maintain quality standards

Facilitate seamless support from OEM partners and vendors

Proactively address vendor support challenges in coordination with SCM

Ideal Candidate Profile:

10-15 years of experience in IT infrastructure, data center operations, or related fields

Proven track record in customer success and account management roles

Strong understanding of IT infrastructure and data center technologies

Excellent communication and stakeholder management skills

Experience in implementing and maintaining SLAs and operational standards

Ability to balance technical expertise with customer-centric approach

If you're passionate about driving customer success through technical excellence and strategic relationship management, we want to hear from you. Join us in shaping the future of data center operations and customer service!