Client Service Manager - Geneve, Schweiz - STACK Infrastructure

Beschreibung

We are pleased to be hiring a Client Service Manager to our EMEA team, who will be responsible for developing client relationships that promote retention and satisfaction.

The job holder will work closely with clients to ensure they receive high-touch and responsive attention as well as provide continuous improvement in the client experience.

The role is also responsible for critical activities related to client onboarding, client services, client engagement and communication, client retention, and client expansion.

• Focus on supporting STACK clients in their daytoday operations, providing timely and accurate updates and reporting, sharing client feedback and requests to appropriate functions within STACK EMEA, and generally functioning as a client advocate within the organisation
• Interface between Client and the internal matrix organisation to achieve process and service assurance and international consistency for EMEAwide Client accounts
• Collaborate with crossfunctional STACK teams (sales, solutions engineering, operations and accounting) to address client requirements, expectations and feedback
• Work closely with operations and solutions engineers in support of development; defining and implementation of key operational processes and procedures
• Coordinate client projects and determine the best utilization of resources to increase client satisfaction
• Be responsible for ownership and effective resolution of client issues/escalations including followup after any incidents, issues or failure
• Proactively manage the renewal cycle for all assigned accounts
• Provides weekly, monthly, quarterly forecast and status reports to management as required on designated client accounts
• Prepare, facilitate, and present quarterly business reviews for all clients and Operations
• Establish a cadence of communication practices including meeting agendas, content, and follow up to track progress towards successfully achieving client and STACK business objectives

• Bachelor's Degree or equivalent
• Minimum 3 years' experience in a client facing and client service role
• Knowledge of data center (hyper scale, enterprise, and colocation) and telecommunications industries
• Experience with NetSuite or similar ERP/CRM
• Able to manage relationships well with presence and gravitas; generates and sustains the interest, attention, and respect of others
• Ability to effectively and efficiently communicate both orally and in writing with peers, managers, and clients
• High levels of selfdriven, inner motivation, performance, focus and drive for success
• Active in planning, organising and effective use of resources ensuring that plans are made and delivered upon
• Possess strong analytical and organizational skills and be detail oriented
• Proficient in the use of standard business systems: MSOffice, Outlook, Word, Excel, and PowerPoint