Service Manager

As a member of the company’s Client Services team, the Service Manager will play a key role in bringing our client-centric vision to life by exceeding expectations and blending the intricacies of account management with a proactive client success mindset. The Client Services team is wholly focused on the health of its clients and ensures they are continually realizing the most value from the products and services CoreSite provides to them. The Service Manager is integral to ensuring transparency and predictability throughout every touchpoint by delivering the highest level of service and communication. The Client Services team is comprised of highly ambitious, client-centric professionals who have a relentless curiosity and a drive for excellence. Each team member is responsible for the execution of the company’s strategy and delivers premiere client service and on-time delivery, directly impacting the company’s business objectives by retaining and growing revenue within an existing client base. The Service Manager will have elevated responsibilities including seamlessly collaborating with internal teams and external clients, while championing client needs and driving continuous innovation. This role is critical to not only supporting CoreSite’s most strategic clients, but also to developing valued relationships and setting the highest support standards in our industry.

Duties:

• Work closely with clients to ensure their success and satisfaction with CoreSite’s products and services.
• Maintain and manage a specific set of client accounts, addressing inquiries and resolving issues promptly and effectively.
• Support inbound requests in a professional and timely manner. Strive for one-touch resolution when appropriate.
• Conduct regular check-ins with clients to assess their needs and provide solutions accordingly.
• Collaborate with the Sales team to identify, upsell, and cross-sell opportunities that contribute to revenue growth.
• Ensure clients are leveraging the services offered by CoreSite to deliver business value.
• Anticipate at-risk renewals and collaborate with relevant internal teams to devise corrective action plans.
• Responsible for key success metrics, tracking, and reporting both internally and externally via Monthly Service Reviews and Quarterly Business Reviews
• Strategize and execute initiatives to deliver an exceptional client experience.
• Develop and nurture strong client relationships to understand their business goals and needs.
• Create and implement client success plans that outline goals, potential challenges, KPIs, and timelines.
• Manage client escalations, as needed.
• Participate in a rotational on-call coverage model.

Requirements

Knowledge, Skills, & Abilities:

•  Ability to prioritize, problem solve, multi-task, and work cross-functionally.
• Outstanding organizational and people skills. A master communicator who can speak to all levels of the organization with the ability to influence cross functionally.
• Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Excellent presentation and relationship management skills, including strong verbal and written communications skills with a client first attitude.
• Demonstrated ability leading projects cross-functionally.
• Strong attention to detail.
• Ability to succeed in a team-oriented work environment.
• Ability to work well under pressure and meet or exceed deadlines.
• Advanced computer skills, primarily Excel, with the ability to create and modify pivot tables, and report data from them. Skilled with VLOOKUP, INDEX, and MATCH Excel functions, with a strong understanding of mastered conditional formatting preferred.
• Flexibility and creativity.

Education/Experience

• Bachelor’s degree or equivalent years of experience.
• 3-5 years’ experience in Client Services, Customer Success Management, Sales, or Account Management.
• Co-location, data center, or telecommunications experience preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Compensation:

Compensation for this role includes a base salary between $$75,000 and 85,000 annually. This role is also eligible for an annual bonus and equity, based upon individual and company performance.

Posting Timeline: This position is expected to be open for applications through June 28, 2024

Benefits

Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week!

• First-day medical insurance through Cigna with generous premium cost coverage
• Dental insurance through Delta Dental
• Vision insurance through VSP
• Telemedicine through MDLive for Cigna
• Healthcare and dependent care flexible spending account (FSA) plans
• Health saving account (HSA) plans for employees participating in the High Deductible Health Plan
• Life, AD&D, short-term disability, and long-term disability insurance fully paid by the company
• Voluntary coverage benefits for supplemental life, critical illness, accident, and hospital insurance
• First-day eligibility for 401(k) savings plan through Fidelity, which includes an attractive matching company contribution
• Discretionary annual bonus and equity incentive plan
• Employee stock purchase plan (ESPP) with a 15 percent discount
• 16 days of paid time off (PTO)
• 11 paid company holidays and additional floating holidays
• School visitation and elder care paid time off
• Parental leave, adoption and surrogacy benefits, and family planning/fertility support
• Wellness reimbursement program & wellness incentive program
• Free parking or a company contribution toward a public transit pass
• Education reimbursement and student loan debt assistance program
• Employee assistance program, childcare resources, personal finance management support, and student loan debt assistance program
• Pet insurance
• Charitable matching program

Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we’re providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to https://www.coresite.com/applicant-privacy-notice