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Senior Customer Experience Manager

CyrusOne

Dallas, TX

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Automation, Billing, Business Processes, Cadence, Capacity Utilization, Change Management, Cloud Computing, CoS (Class of Service), Collocation, Communication Skills, Contract Management, Contract Requirements, Corrective Action, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Data Analysis, Detail Oriented, Digital Art, Documentation, Documentation Standards, Ecosystems, Establish Priorities, Fortune 1000 Customers, Hybrid Cloud, Incident Management, Incident Response, Information Technology & Information Systems, International Marketing, Internet Technology, Interpersonal Skills, Leading Edge Technology, Network Operations Center, Onboarding, Operational Audit, Operational Strategy, Operations Management, Order Delivery, Order/Customer Fulfillment, Organizational Development/Management, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Quality Assurance, Quality Control, Relationship Management, Reporting Skills, Resolve Customer Issues, Sales, Sales Management, Service Delivery, Service Level Agreement (SLA), Strategic Planning, Supply Chain Event Management (SCEM), Sustainability, Team Lead/Manager, Technical Support, Time Management, Trend Analysis, Vendor/Supplier Relations, Writing Skills
LOCATION
Dallas, TX
POSTED
4 days ago
The Senior Customer Experience Manager (SCEM) is responsible for creating a world class level of service by leading and organizing internal and external resources required to achieve the operational success of regional or global customers within CyrusOne’s data centers. The SCEM is a critical member of the Customer Success organization by overseeing customer’s onboarding experience, process adoption, technology platform enablement, reoccurring operational reviews, and strategic customer initiatives. The SCEM solves customer escalations, identifies trends, and implements change while partnering with the CyrusOne Account Team and other key business stakeholders.


Essential Functions:


Customer Onboarding & Enablement


+ Engages with new and existing customers during implementation to support and enable technology platform success, contractual requirement adherence, and regional policy and escalation procedures.

+ Conducts portal and technology platform training including initial configuration of locations, users, notifications, and reporting capabilities.

+ Reviews, documents, and communicates contracted support requirements for functional teams and business process stakeholders.

+ Collaborates with the Implementations Managers and regional Facility Operations teams to prepare for operational handover of the data center space, including interim early access requirements.

+ Creates and develops Site Induction documentation through partnership with the business stakeholders and Global Marketing team.

+ Partners with the CyrusOne Sales and Account Team to transfer account knowledge, stakeholder contacts, customer expectations, and plan for regular customer cadence meetings.


Customer Operational Management


+ Drives, manages, and resolves critical customer issues and escalations to generate an excellent customer experience and maintain operational excellence of the CyrusOne team.

+ Confidently communicates CyrusOne’s standard policies and procedures, and proactively communicates process modifications as applies to the supported customers.

+ Proactively identifies and collects customer experience trends through data driven systems and direct customer feedback.

+ Leverages customer trends and feedback to identify and create long-lasting solutions that benefit the customer experience.

+ including providing the information to functional teams to improve the customer experience.

+ Identifies, defines, and documents non-standard customer processes and policies.

+ Proactively contacts key customer stakeholders during an incident response to understand and communicate impacts, internal and external escalation requirements, SLA considerations, RCA status, and Corrective Action initiatives.

+ Performs weekly, monthly, and quarterly customer meetings to review open action items, quote and order status, support requests, changes, incidents, and strategic initiatives.

+ Partners with the Global Service Desk, Implementations Managers, Facility Operations, and Service Delivery teams to assist with order delivery and fulfillment.

+ Supports customer incident drills to ensure process and communication alignment between the CyrusOne functional teams and customer stakeholders.

+ Assists customers with audit and tour requests to ensure support, content, and compliance documentation is complete and accurate.

+ Performs QA/QC of custom reporting packages.

+ Leads cross-functional teams to plan and execute special customer projects and strategic initiatives.


Customer Account Team Support


+ Clearly articulates and understands CyrusOne products, services, and capabilities to ensure expectations and utilization are aligned and maximized.

+ Monitors the quote and order status to ensure timely and accurate creation, processing, and fulfillment of ordered products and services.

+ Partners with the Customer Account Team to understand opportunities to facilitate account growth, gain insight to the customer, and prepare the operational ecosystem for associated the demand.

+ Flags and escalates churn risks to raise awareness of potential business risks.

+ Supports the Account Team and Facility Operations Team as needed to monitor and communicate contractual space and power commitments, customer utilization, capacity reviews, and billing issues.

+ Develops deep and meaningful relationships with customers to enable transparent communication, customer success, and mutually beneficial insight into business opportunities.


Desired Qualifications:


Communications and Relationship Management


+ Willingness to attract and nurture customer relationships, vendor relationships, and industry partner contacts to ensure positive reputations and continued success.

+ Ability to tactfully navigate through escalations, challenging conversations, conflicting interests, and financial considerations while maintaining composure, core values, and goodwill.

+ Desire to build and develop relationships with CyrusOne colleagues to increase organizational effectiveness and mutual value generation

+ Naturally enthusiastic for the work, industry, and growth opportunities, while demonstrating strong interpersonal, written, and oral skills

+ Technology savvy with the ability to adopt and respect global forms of communication including cultural norms, language barriers, and time zone differences


Business Process Innovation


+ Customer success mentality with the ability to prioritize the customer experience

+ Ability to document current processes while conceptualizing evolved processes through systems and automation

+ Aptitude to develop feedback systems, surveys, reports, and lessons learned documentation


Requirements:


+ BA or BS in technical discipline or equivalent practical experience

+ 7+ years’ experience in data center colocation or IT infrastructure support

+ Technical aptitude and understanding of the technical service industry preferred

+ Experience with data center builds, migrations, and installations preferred

+ Experience in account and escalation management, change management, and incident management

+ Proven track record building positive relationships with customers

+ Highly organized with a strong attention to detail.

+ Ability to analyze data, issues, and trends to develop impactful solutions

+ Knowledge of telecom, network, cloud services, and IT systems


CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.


CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.


Welcome to the CyrusOne Career Portal! A great opportunity awaits you so don't delay, apply today!


CyrusOne may use artificial intelligence to assess how your application matches the job requirements. The final hiring decision is always made by our team. You may opt out of AI screening without affecting your candidacy. For additional details on opting out, or our AI Recruiting Policy click here .


CyrusOne is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.


If you need special assistance or an accommodation while seeking employment, please email agalvagni@cyrusone.com or call: 806-589-0141. We will make a determination on your request for reasonable accommodation on a case-by-case basis.


CyrusOne is proud to be recognized as a Top Work Place by USA Today. Celebrated for our company culture, CyrusOne stands out for its commitment to core values such as community, agility, respect, an enjoyable workplace, ethics, and exceptional service. This accolade reflects CyrusOne’s dedication to creating an engaging, respectful, and growth-oriented environment, underpinned by integrity, which not only enhances customer satisfaction but also contributes to the company’s overall success.


CyrusOne is a leading global data center developer and operator specializing in delivering state-of-the-art digital infrastructure solutions. With more than 50 high-performance mission-critical facilities worldwide, the Company ensures the continued operation of digital infrastructure for nearly 1,000 customers, including approximately 200 Fortune 1000 companies.


CyrusOne’s leading global platform of hybrid-cloud and multi-cloud deployments offers customers colocation, hyperscale, and build-to-suit environments, which help enhance the strategic connections of their essential data infrastructures and support the achievement of sustainability goals. CyrusOne data centers offer world-class flexibility, enabling clients to modernize, simplify, and rapidly respond to changing demands. Combining exceptional financial strength, a broad global footprint, and continued investment in key digital gateway markets, CyrusOne provides the world’s largest companies with long-term stability and strategic advantage at scale. For more information, please visit cyrusone.com (https://protect-us.mimecast.com/s/yRv0Cv2rY1irrOmMUQ2LCm?domain=cyrusone.com/) .


All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.


The law requires CyrusOne to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights (http://40201568.fs1.hubspotusercontent-na1.net/hubfs/40201568/Website%20Documents%202025/EEOC_KnowYourRights.pdf)


CyrusOne will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision (http://40201568.fs1.hubspotusercontent-na1.net/hubfs/40201568/Website%20Documents%202025/PayTransparencyPoster.pdf) for more information.


As a Federal Contractor, CyrusOne is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify. (http://40201568.fs1.hubspotusercontent-na1.net/hubfs/40201568/Website%20Documents%202025/EVerifyParticipationPoster.pdf)

About the Company

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CyrusOne