Customer Success Manager (Data Center Business)

Job Responsibilities:

• Act as the primary point of contact for assigned data center clients, providing strategic support and ongoing communication.

• Lead client onboarding by coordinating with internal teams to ensure timely and accurate service delivery.

• Maintain up-to-date client documentation, including rack layouts, access lists, and power allocations.

• Monitor SLA compliance, service performance, and critical incidents; coordinate RCA and client communications.

• Assist clients with operational procedures such as access requests, remote hands, and escalation protocols.

• Conduct regular Customer Success Reviews and satisfaction surveys to drive retention and service improvement.

• Identify and mitigate client risks while collaborating cross-functionally to uncover upsell opportunities and enhance service quality.

• Support compliance and audit-related documentation for clients with strict operational requirements (e.g., ISO, PCI, Uptime Tier).

Job Qualifications:

• Bachelor’s degree in Business, Engineering, IT, or a related field.

• 3–7 years of experience in account management, client services, or customer success—preferably in data center, telecom, or enterprise IT sectors.

• Strong understanding of data center operations, infrastructure (power, cooling, network), and service models (colocation, cloud interconnect).

• Excellent communication skills in Thai and English, both written and spoken; Chinese language proficiency is a strong plus.

• High attention to detail, customer-centric mindset, and strong coordination capabilities.

• Proficiency in using CRM tools (e.g., Salesforce), ticketing systems, and reporting dashboards.

• Goal–Oriented, Unity, Learning, Flexible