Your role
- Manage end-to-end customer audit engagements, serving as the primary contact for customers and internal stakeholders throughout the process.
- Lead and coordinate on-site customer audits, overseeing all logistical arrangements and ensuring comprehensive documentation.
- Facilitate collaboration among cross-functional teams including Operations, Sales, Quality, and Compliance to deliver audit objectives efficiently.
- Ensure audit requests are processed timely and meet or exceed defined SLAs and KPIs.
- Maintain and improve audit databases and processes, contributing to digital quality and operational rigor.
- Participate actively in global audit communities to share best practices and promote continuous improvement.
- Uphold confidentiality and ethical standards at all times during audit execution and reporting.
- Analyze audit outcomes, providing insights and recommendations to drive operational enhancements and risk mitigation.
What you’ll need
- Bachelor's degree in Business, IT, Engineering, or related discipline or equivalent audit management experience in a service-oriented environment.
- 4-7 years of experience leading audits, compliance, or customer success processes, preferably within utilities, data centers, IT, or telecommunications.
- Proven ability to collaborate cross-functionally with Operations, Sales, Implementation, and Finance teams.
- Strong organizational capabilities with advanced skills in reporting, documentation, and process management.
- Demonstrated aptitude for analytical thinking, problem-solving, and driving operational excellence.
- High standards of ethics, confidentiality, and professionalism when handling sensitive customer and company information.
The Customer Success Manager acts as a pivotal figure within Digital Realty's operational framework, overseeing the comprehensive management of customer audit processes within a targeted subregion. This role anchors collaboration across multiple internal functions, including Operations, Sales, Quality, and Compliance, ensuring audit processes not only meet contractual SLAs but also enhance audit consistency and operational excellence. Supporting the team through seamless coordination and continuous process improvement, the manager contributes significantly to the company's commitment to digital trust and customer focus. With strong organizational influence and a focus on efficient execution, this role offers substantial growth potential through strategic cross-functional partnerships and leadership in audit management.
