ph3DATA4'S MISSION /h3 pDATA4 creates Smart Scalable digital facilities for our customers. Our network of highly connected, resilient and sustainable data center campuses underpins our customers’ digital growth in Europe. /p h3DATA4 VALUES /h3 pAt DATA4 we are driven by our values. These are the core of everything we do – from the proactivity we show in delivering great outcomes for our clients, to the responsibility we show as a key contributor to the digital economy. Our three values are: /p ol liTo be entrepreneurial – we are teams of doers who make things happen - with autonomy, energy and a sense of responsibility /li liTo always take responsibility – for our impact on the people we work with, the society we are part of, and the environment in which we operate /li liTo constantly be adaptable – our business is designed to adapt, answering not only today’s challenges, but also anticipating what’s coming next. /li /ol h3ABOUT THE ROLE /h3 pEnsure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers. /p pThe Customer Success Manager (CSM) is the primary point of contact for the client for all types of requests. They represent Data4 during the Operations/Run phase, which begins after contract signing and the delivery of the deployed customer scope. /p pAs a member of the Sales Division, the CSM is responsible for the overall quality of service, especially service continuity. /p h3RESPONSIBILITIES /h3 h3Key Responsibilities /h3 h3Client Onboarding Relationship Management /h3 ul liLead client onboarding: kickoff meetings, portal access, training on key procedures. /li liEnsure execution of DATA4’s contractual commitments. /li liShare deliverables: KPIs, reports, documents. /li liPrepare and lead customer meetings: steering committees, follow-ups, audits. /li liDraft and distribute meeting minutes (internal and external). /li liManage customer communications (maintenance, events, incident management, improvement areas, technical work). /li liSupport clients during audits. /li liHandle all customer requests, informing management and impacted teams. /li liParticipate in internal meetings related to managed accounts. /li liAct as part of the client-defined escalation chain.



/li liMonitor and improve customer satisfaction. /li liProvide on-call support as Head of Customer Success. /li liAct as interface between customer requests and internal departments. /li liMaintain documentation. /li liManage client tickets using DATA4’s tools related to CSM activity. /li /ul h3Customer Satisfaction Retention /h3 ul liManage customer satisfaction (surveys, churn analysis, recommendations, DATA4 events). /li liIdentify pain points or areas for improvement and coordinate internal corrective actions (support, technical, network teams). /li /ul h3Account Development /h3 ul liIdentify cross-sell/up-sell opportunities (e.g., hands eyes, contract upgrades, DR services, cloud services). /li liCollaborate with Sales and Pre-Sales to design customer-focused solutions. /li liEnsure strategic alignment and understanding of client needs via steering committees in partnership with the Sales team. /li /ul h3Internal Coordination /h3 ul liBe the voice of the customer internally: contribute to continuous improvement in services, processes, and communication. /li liRepresent customer needs in internal committees (service, security, technical evolution). /li /ul h3Process Owner Responsibilities /h3 h3PLAN /h3 ul liDefine and document their process. /li liAssess risks and opportunities. /li liDefine action plans to achieve set objectives. /li /ul h3DO /h3 ul liManage communication with stakeholders involved in the process. /li liTrain and inform stakeholders on applicable rules and procedures. /li liEnforce compliance with procedures and standards. /li liRegularly coordinate with the Certification Manager and domain leads to ensure integration of Management System (SMI) topics, particularly during changes related to: /li liOrganization /li liEquipment /li liServices /li liContracts /li liBuildings /li liStakeholders (clients, subcontractors, suppliers) /li liRegulations /li liProcedures /li liStay informed of market,



technical, regulatory, and standards evolutions. /li liCommunicate changes to other process owners. /li /ul h3CHECK /h3 ul liEnsure proper documentation management (1 documentation review per year). /li liConduct an annual process review. /li liReport non-conformities. /li liMonitor and report on process performance (KPIs and action follow-up). /li liParticipate in internal and certification audits. /li /ul h3ACT /h3 ul liEnsure implementation of corrective actions. /li liPropose improvements: workflows, KPIs, documentation. /li liParticipate in management reviews if necessary. /li liPropose new action plans and objectives. /li /ul h3RESPONSIBILITES IN TERMS OF IMS CERTIFICATIONS /h3 ul liHS: Respect and enforce health and safety rules. /li liEnvironment: Respect and enforce environmental policies. /li liInformation security: Respect and enforce information security policies /li liEnergy: Respect and enforce the policy of reducing energy consumption. /li /ul h3REQUIREMENTS /h3 h3Education and experience /h3 ul liProven experience in customer relationship management within data centers. /li liManaging Key Accounts /li /ul h3Technical skills /h3 ul liStrong listening and needs analysis skills. /li liAbility to coordinate and manage projects and external service providers. /li liProject management capabilities. /li liProficient with standard office tools. /li liBasic knowledge of data center technologies: power, cooling, physical security, network connectivity. /li liExcellent verbal and written communication skills. /li liStrong customer service mindset, diplomacy, and attention to detail. /li liAbility to simplify technical topics for various audiences. /li liExperience managing a technical client portfolio. /li liProficient with ITSM and CRM tools. /li liFluent in Local language; Fluent in English. /li /ul h3Behavioral skills /h3 ul liVersatility and open-mindedness. /li liPragmatism and adaptability. /li liStrong interpersonal skills and active listening. /li liDecision-making ability. /li liAnalytical and synthesis skills. /li liMethodical and detail-oriented. /li liTeam spirit. /li liGood stress management. /li /ul pLocation: Cornaredo, Milan. 4 days on site / 1 day at home /p /p #J-18808-Ljbffr

📌 Senior Customer Success Manager for Strategic Accounts (Italy) (Cornaredo)
🏢 Data4
📍 Cornaredo