Customer Success Manager – Data Centre Services

Passionate about making a real impact? Join our team at Nxera to unfold the new era! Be at the forefront of the data centre (DC) industry with a unique focus on sustainability, connectivity and AI which sets us apart as the next generation DC operator. You will also get to gain invaluable experience in a fast-growing industry that is powering the digitalization wave. Be empowered to co-create the future with our dynamic teams!

We are seeking a Customer Success Manager to be the primary interface between our data centre operations and our customers. This role is responsible for ensuring exceptional service delivery, managing customer relationships, and addressing service-related concerns proactively. The ideal candidate will have strong communication skills, a technical understanding of data centre services, and experience in customer engagement.

Make an impact by

Customer Relationship Management

• Act as the main point of contact for customers regarding all data centre services, inquiries, and escalations.
• Conduct regular service reviews with customers to understand their needs and improve service delivery.
• Coordinate with internal teams (operations, engineering, and facility management) to address customer concerns and service requests promptly.
• Ensure customers are informed of maintenance schedules, incidents, and operational updates in a professional manner.

Service Excellence & Operations
   

• Ensure Service Level Agreements (SLAs) are met and proactively address any potential service issues.
• Collaborate with internal teams to improve service efficiency and enhance customer experience.
• Support customers during incident resolution, keeping them updated and ensuring proper follow-ups.
• Work closely with the operations team to optimize service quality and minimize disruptions.

Stakeholder Engagement & Communication

• Conduct customer onboarding sessions, ensuring they understand the data centre environment, security procedures, and service expectations.
• Liaise with sales, account managers, and technical teams to ensure smooth service delivery.
• Provide regular reports on customer satisfaction, service performance, and areas for improvement.

Risk& Compliance Management

• Ensure compliance with data centre security, operational policies, and industry regulations.
• Assist customers with audits and compliance requirements as needed.
• Identify and mitigate risks related to customer services and operations.

Skills for Success

• Bachelor’s Degree in Engineering, Information Technology, Business, or a related field.
• 5+ years of experience in a customer-facing role within a data centre, colocation, or IT service provider.
• Strong understanding of data centre infrastructure, power & cooling systems, and IT service management frameworks (e.g., ITIL, ISO 27001, or Uptime Institute standards).
• Excellent customer service, communication, and relationship management skills.
• Ability to handle customer escalations professionally and work under pressure.
• Experience managing SLAs, service reviews, and operational reporting.

Preferred Qualifications:

• ITIL Certification orequivalent service management training.
• Prior experience in colocationor cloud service environments.
• Familiarity with DCIM (DataCentre Infrastructure Management) tools