Senior Customer Success Manager for Strategic Accounts (Italy)

DATA4'S MISSION

DATA4 creates Smart & Scalable digital facilities for our customers.

Our network of highly connected, resilient and sustainable data center campuses underpins our customers’ digital growth in Europe.

DATA4 VALUES

At DATA4 we are driven by our values.

These are the core of everything we do – from the proactivity we show in delivering great outcomes for our clients, to the responsibility we show as a key contributor to the digital economy.

Our three values are

• To be entrepreneurial – we are teams of doers who make things happen - with autonomy, energy and a sense of responsibility
• To always take responsibility – for our impact on the people we work with, the society we are part of, and the environment in which we operate
• To constantly be adaptable – our business is designed to adapt, answering not only today’s challenges, but also anticipating what’s coming next.

ABOUT THE ROLE

Ensure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers.

The Customer Success Manager (CSM) is the primary point of contact for the client for all types of requests.

They represent Data4 during the Operations/Run phase, which begins after contract signing and the delivery of the deployed customer scope.

As a member of the Sales Division, the CSM is responsible for the overall quality of service, especially service continuity.

RESPONSIBILITIES

Key Responsibilities

• Client Onboarding & Relationship Management
• Lead client onboarding: kickoff meetings, portal access, training on key procedures.
• Ensure execution of DATA4’s contractual commitments.
• Share deliverables: KPIs, reports, documents.
• Prepare and lead customer meetings: steering committees, follow-ups, audits.
• Draft and distribute meeting minutes (internal and external).
• Manage customer communications (maintenance, events, incident management, improvement areas, technical work).
• Support clients during audits.
• Handle all customer requests, informing management and impacted teams.
• Participate in internal meetings related to managed accounts.
• Act as part of the client-defined escalation chain.
• Monitor and improve customer satisfaction.
• Provide on-call support as Head of Customer Success.
• Act as interface between customer requests and internal departments.
• Maintain documentation.
• Manage client tickets using DATA4’s tools related to CSM activity.
• Customer Satisfaction & Retention
• Manage customer satisfaction (surveys, churn analysis, recommendations, DATA4 events).
• Identify pain points or areas for improvement and coordinate internal corrective actions (support, technical, network teams).
• Account Development
• Identify cross-sell/up-sell opportunities (e. g., hands & eyes, contract upgrades, DR 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.
• Internal Coordination
• Be the voice of the customer internally: contribute to continuous improvement in services, processes, and communication.
• Represent customer needs in internal committees (service, security, technical evolution).
• Process Owner Responsibilities
• PLAN
• Define and document their process.
• Assess risks and opportunities.
• Define action plans to achieve set objectives.
• Manage communication with stakeholders involved in the process.
• Train and inform stakeholders on applicable rules and procedures.
• Enforce compliance with procedures and standards.
• Regularly coordinate with the Certification Manager and domain leads to ensure integration of Management System (SMI) topics, particularly during changes related to:
• Organization
• Equipment
• Services
• Contracts
• Buildings
• Stakeholders (clients, subcontractors, suppliers)
• Regulations
• Procedures
• Stay informed of market, technical, regulatory, and standards evolutions.
• Communicate changes to other process owners.
• CHECK
• Ensure proper documentation management (1 documentation review per year).
• Conduct an annual process review.
• Report non-conformities.
• Monitor and report on process performance (KPIs and action follow-up).
• Participate in internal and certification audits.
• ACT
• Ensure implementation of corrective actions.
• Propose improvements: workflows, KPIs, documentation.
• Participate in management reviews if necessary.
• Propose new action plans and objectives.
• RESPONSIBILITES IN TERMS OF IMS CERTIFICATIONS
• H&S: Respect and enforce health and safety rules.
• Environment: Respect and enforce environmental policies.
• Information security: Respect and enforce information security policies
• Energy: Respect and enforce the policy of reducing energy consumption.

REQUIREMENTS

Education and experience

• Proven experience in customer relationship management within data centers.
• Managing Key Accounts
• Technical skills
• Strong listening and needs analysis skills.
• Ability to coordinate and manage projects and external service providers.
• Project management capabilities.
• Proficient with standard office tools.
• Basic knowledge of data center technologies: power, cooling, physical security, network connectivity.
• Excellent verbal and written communication skills.
• Strong customer service mindset, diplomacy, and attention to detail.
• Ability to simplify technical topics for various audiences.
• Experience managing a technical client portfolio.
• Proficient with ITSM and CRM tools.
• Fluent in Local language; Fluent in English.
• Behavioral skills
• Versatility and open-mindedness.
• Pragmatism and adaptability.
• Strong interpersonal skills and active listening.
• Decision-making ability.
• Analytical and synthesis skills.
• Methodical and detail-oriented.
• Team spirit.
• Good stress management.
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