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Sr. Manager, Systems & Process Improvement

Position Title: Sr. Manager, Systems & Process Improvement
Location: Dallas

Location: open to hiring in other North America Digital Realty markets. Also open to hiring in London, England.

Your role

The Sr. Manager, Systems & Process Improvement role leads and supports all systems and processes for the Global Customer Operations Organization. The primary focus of this position is oversight and management of the organization’s CRM application and internal system data migrations. The position will report to the Sr. Director, Systems & Process Improvement within Customer Operations and work closely with IT and Business Intelligence partners. This role includes the implementation of continuous process improvements, CRM platform enhancements, training, and leading technical support resources. The position is heavily involved in all aspects of developing solutions, system administration, user support, and issue resolution. Candidates must have technical knowledge, effective communication, and training skills. Must be able to work with technical development teams and end-users to support requirements. Must be able to comprehend, analyze and interpret complex project documents and manage multiple projects simultaneously.


What you’ll do

This position owns their instance of and/or areas of system responsibility, data migrations from all sources, data validations and quality, upkeep, and platform enhancements. The position will primarily focus on Gainsight and continue to evolve to incorporate other Customer Operations systems.

The responsibilities specific to Gainsight will be:

  • Implementation
  • Partner with IT related to the architecture and configuration of the CRM environment.
  • Coordinate internally to identify the sources, metrics, frequency, and granularity of data.
  • Configure and deploy Gainsight to internal customers (including system configuration, external integrations, reports, dashboards, and workflows)




  • Business Processes
  • Partner with cross functional departments to learn business needs and how it may impact Gainsight or other source systems.
  • Identify which processes to rollout and when.
  • Support business strategy development for the services teams and manage mapping, documenting, and implementing CS processes.
  • Help determine the most significant contributors to overall customer health and learn how to configure a customer health scorecard that reflects your customer data.
  • Develop a keen understanding of your organization’s sources of risk (of churn) as well as positive trends.
  • Design business rules that analyze your customer data, and trigger actions for the customer success team to proactively engage with customers.




  • Maintenance and Support 
  • Manage user accounts, groups, and security settings in Gainsight.
  • Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements.
  • Helps prepare the Customer Success team to roll out additional processes or functionality.
  • Provides day-to-day end user support to all levels of the organization.

What you’ll need

  • BA, BS degree preferred.
  • Previous experience with Customer Relationship Management tools helpful
  • Previous experience with Gainsight in helpful or equivalent CRM product(s) helpful
  • Previous experience with supporting systems and end users
  • Take a high degree of ownership over work and ability to work independently.
  • Clear communicator with excellent written, verbal, and listening skills.
  • Familiarity with Agile SDLC and Project management experience preferred.
  • Ability to collaborate with internal stakeholders to define business requirements.
  • Use business requirements to enhance Customer Operations systems, develop end-user reporting and data visualizations for consumption and analysis.
  • Capture and consume customer experience requirements to help drive system enhancements.
  • Analyze internal and external systems and other sources to ensure accurate data for business consumption and support a combination of manual and automated data migration solutions.
  • Develop innovative approaches to address complex business issues and problems.
  • Conduct research and analysis of business situations to contextualize and summarize solutions for end users.
  • Work with the Customer Operations and IT leadership teams to develop, evaluate, and execute the system enhancement roadmap.

To qualify for this position, candidates must have knowledge of data tools and models,, Gainsight, Semarchy, Oracle ERP, and ServiceNow. PowerBI, Semarchy, and technical skills are preferable.

A bit about us

Digital Realty supports the world's leading enterprises and service providers by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, our global data center platform, gives customers a reliable foundation for scaling their digital business and efficiently managing data gravity challenges. The size and scale of our business puts us in a unique position to offer customers access to 300+ facilities in 50+ metros across 25+ countries and six continents.


A bit about our Digital team


Our Operations team keeps our customers’ infrastructure running safely and securely. We get plenty of opportunities to take on a variety of tasks and develop our technical skills. From overseeing electrical power to cooling and fire suppression systems, our team plays a vital role in making sure everything in our data centers operates as it should.


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.


Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.


This is an exciting time to join our business so apply now and make your mark on our future.



The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.


Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled.  All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.


Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.


Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.