Client Service Manager

STACK provides digital infrastructure to scale the world’s most innovative companies. With a client-first approach, STACK delivers a comprehensive suite of campus, build-to-suit, colocation, and powered shell solutions in the Americas, EMEA and APAC regions. With robust existing and flexible expansion capacity in the leading availability zones, STACK offers the scale and geographic reach that rapidly growing hyperscale and enterprise companies need. The world runs on data. And data runs on STACK.

CLIENT SERVICE MANAGER

Reporting to: Sales Director

Location: Gland, Switzerland (frequent travel to Zurich)

Terms: Full-Time

MISSION
- Act as a pivotal point of liaison with duties focussed on assuring long term, mutually beneficial, performance, and commercial relationship between appointed Clients and STACK.
- Focus on supporting, assuring, and expanding Client agreements with STACK Clients.
- Work closely to personally interface Client and internal matrix organisation to achieve process and service assurance and international consistency for EMEA-wide Client accounts.

TASKS & RESPONSIBILITIES

Client Interface
- Routine point of contact regarding service assurance for designated Client accounts.
- Resolve Client service issues effectively.
- Support and plan Client audits.
- Owner for frequent proactive communications with client, both written and verbal.

Cultivate strong Client relationship through performance.
- Drive monthly/quarterly service review meetings with Clients and Operations.
- Drive weekly Client liaison.
- Undertake Client satisfaction/pulse reporting.
- Monitor business and process metrics to manage Client service, report exceptions for action.
- Align metrics and monitor for service assurance and expectations.
- SLA measurement and follow up.

Delivery
- Support matrix organisation suppliers in delivering optimum performance for Client satisfaction.
- Support internal resources and arrange follow up after any incidents, issues, or failure.
- Input and advice for new Added Value Services revenue opportunities.
- Support transition to operation during start-up and hand-over of designated Client accounts.

Corporate Strategy
- Improve company efficiency and effectiveness through delivery of specific objectives and

collaborative efforts.
- Drive continuous improvement and process initiatives.

Internal Interface
- Provide guidance and knowledge regarding Client and contractual expectations within matrix

organisation.
- Build company-wide understanding/culture regarding specified Client expectations.
- Provide management information on designated Client accounts.

KNOWLEDGE, SKILLS AND ABILITIES
- 5+ years experience in customer facing role.
- Experience in selling technology solutions in a B2B environment.
- Evidence of knowledge of data center technologies and architecture is a strong plus.
- Experience in selling Data Center services in French Swiss market is a strong plus.
- Excellent written and verbal communication skills and ability to handle challenging

conversations in a diplomatic and constructive way.
- Manages relationships well with presence and gravitas; generates and sustains the interest,

attention, and respect of others.
- Concern and empathy for the needs of Clients that underpins efforts to build long term mutually

beneficial commercial relationships.
- High levels of self-driven, inner motivation, performance, focus and drive for success.
- Active in planning, organising and effective use of resources ensuring that plans are made and

delivered upon.

strategic attitude and perspective.

Education & Languages
- Bachelor’s degree or equivalent
- Fluent in French and English, German is a plus.

Other requirements
- EU Citizenship