Client Success Manager (m/f/d)

Your role at a glance

As the primary commercial point of contact for assigned Hyperscale clients, the Client Success Manager (m/f/d), is accountable for the overall success and management of client relationships throughout the entire client lifecycle. This includes developing trusted, long-term partnerships across multiple stakeholder levels and serving as a strategic advisor to the client.

Key tasks and responsibilities:

• Develop and maintain positive client relationships to ensure overall client success and satisfaction, and mitigate churn, by acting as a liaison between clients and other internal/external stakeholders.
• Responsibility for developing the contract renewal strategy prior to the contract end date and, in collaboration with the account team, initiating the renewal process in supporting proposals, negotiations, client presentations, contract packs, approval material and other deal-related documentation).
• Identify and assess potential commercial and service delivery risks and develop strategies to mitigate those risks, to minimize the risk of churn.
• Understand the specific data center services related to technical demands and the key commercial terms and conditions.
• Establish a support and communication structure with our client and internal stakeholders including Sales, Operations, Security, Design, Construction, Finance, Legal and Governance.
• Manage the end-to-end client onboarding and offboarding process.
• Support and development of existing client relationships, including completion or contribution of Account Development Plans (plus other associated materials as required).
• Partner with the account team to support new business acquisition and maximize client value through identification of cross-sell and up-sell opportunities.
• Implementation of processes (and process improvements) to satisfy the in-life support requirements of both existing and new clients.
• Overseeing the provisioning activities and the end-to-end delivery process for certain products and services sold to the assigned client base.
• Preparation and implementation of client meetings, client business reviews, audits, client satisfaction surveys as well as tracking client feedback, workload, service issues and complaints using our Salesforce platform.

Knowledge, Skills and Attributes:

• Commercial, engineering or information technology degree, or equivalent professional experience.
• Multiple years' experience in Client Success, Sales, Bid Management or Business Relationship Management, ideally within the data center industry or another provider of complex technical solutions, such as telecommunications, manufacturing, facility services or critical infrastructure.
• Strong understanding of commercial contracts and key contractual terms.
• Excellent written and verbal skills to communicate effectively and build relationships at all levels, internally and with clients.
• Ability to interpret often complex and technically detailed opportunities including contracts, technical requirements, and commercial models.
• Handle sensitive and confidential matters with discretion, professionalism, and unwavering integrity.
• General understanding of data center business related technical aspects, solutions and services.
• Strong commercial acumen and negotiation skills, coupled with a collaborative approach.
• Business-fluent proficiency in both English and Dutch is required; German language skills are an advantage.
• Existing relationships with Cloud Hyperscale providers across EMEA, the Americas, or APAC are considered a strong advantage.
• Experience in conducting yourself in a professional, diplomatic, and solutions-orientated manner in contact with colleagues, clients, and partners.
• Diligent in processing large amounts of information in a fast-paced environment with tight timelines and changing priorities.
• Distinct ability to recognize client needs and to transfer these into an implementation process.
• Excellent organizational and project management skills and be able to prioritize your own workloads with the ability to manage multiple action items concurrently and at different stages.

Who we are

As the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.