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-*****-Ljbffr

📌 Senior Customer Success Manager For Strategic Accounts (Italy) (Bardi)
🏢 Data4
📍 Bardi