Your role
We are seeking a highly motivated Customer Success Specialist (CSS) to join our team. The CSS will be responsible for ensuring that our services are delivered according to agreed Service Level Agreements (SLAs) and is responsible for end-to-end customer experience journey across selected accounts in Switzerland. As the CSS, you will communicate with multiple customers, delivering an exceptional customer experience, and preparing reports analysis. You will act as the internal, single point of contact for customers, handling inquiries, escalations, and ensuring that they are quickly progressed, while keeping customers updated.
You will maintain relationships with peer technical, commercial, and operational teams critical to the overall success of the customer experience and ensure proactive continuous improvement of the customer relationship. You will arrange and execute Service Review Meetings with customers, handle Customer audits, and lead data centre tours. You will be responsible for ensuring customer satisfaction and success as well as preparing incident reports in cooperation with the departments concerned.
To be successful in this role you will have strong interpersonal and communication skills and be able to manage client escalations, act as a pivot point between relevant stakeholders such as clients and all internal departments (finance, sales, operations) and advise on operational improvements. The willingness to travel and meet clients, mainly domestically, as required is also essential.
What you’ll need
Successfully completed commercial or technical studies (FH, HF) or a comparable qualification
+5 years of experience in a customer facing role, ideally within the data center business
Technical expertise (datacenter, telecommunications, IT or electrical field)
Fluent in English, both written and orally (at least C1 level), German is a big advantage
Ability to work in Matrix environment orchestrating delivery from different teams
Self-starter, can work independently, shows initiative and proactivity
Has a very proactive mindset to engage with the customers
Excellent writing, reporting and presentation skills
Confident behavior towards customers, cooperation partners and colleagues
Excellent and effective communications skills, both orally and written
Well balanced personality that can work well under pressure and handle escalations competently
A bit about us
Interxion: A Digital Realty Company, is a leading provider of carrier- and cloud-neutral data centre services across EMEA. With more than 700 connectivity providers in over 100 data centres across 13 European countries, we are at the heart of the internet – powering finance, communication, healthcare, creativity, entertainment, life. As part of Digital Realty, our customers now have access to 50 metros across six continents. We’ve 2,800+ colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.
A bit about our Digital Team
This position is part of the Operations Departments, reports to the local Head of Client Services and interfaces with all departments within Operations
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
This is an exciting time to join our business so apply now and make your mark on the future.
