Customer Success Project Manager

Role Overview

• Responsible for the overall planning, implementation/management and close-out of customer move-in, expansion and migration projects
• Coordinate with other Project Managers to complete multi-market deployments
• Work with customers, Sales Engineering, Data Center Operations, and Sales to develop project scope of work documents, define project deliverables and project plans, and ensure quality delivery and customer delight
• Serve as project manager for customer interaction in Market, including the overall planning, management, vendor management and completion of customer deployments and customer projects in a timely manner as identified against project-specific readiness metrics
• Verify accuracy of customer implementations against a Master Service Agreement/Order Forms and other approved customer requests, including adherence to contractual Service Level Agreements
• Accurately and timely processing of all customer orders (Power, Cross Connection, cage/cabinet builds, and package deliveries); manage support resources to ensure accurate work orders
• Ensure excellent customer service throughout the project lifecycle by anticipating customer needs and through pro-active communication with customers and other internal departments
• Collaborate with internal business units to evaluate, identify, and resolve risk to projects
• Proactively identify areas for process improvement across all areas if the organization to ensure project excellence; collaborate with business units to implement such improvements
• First line of contact for pre/post sales implementation in geographic market
• Participate on weekly Market calls
• Promote and demonstrate the behaviors consistent with CoreSite’s culture and 8 Guiding Principles
• Proactively identify project improvement opportunities
• Respond to email and phone inquiries
• Perform other duties and special projects as assigned
• Promote and demonstrate behaviors consistent with CoreSite’s Culture and Core Values

Requirements

• Ability to thrive in a hybrid work environment that includes at least four onsite days per week, with the flexibility to work nights, weekends, and variable schedules as needed
• Flexibility to travel up to 25%, with potential for increased in-office presence as business needs evolve
• Extreme attention to detail is mandatory
• Strong understanding of electrical and mechanical systems in use in a data center environment and IT Infrastructure
• Passionate drive to deliver world-class customer service
• Strong interpersonal skills are required
• Superior project management skills
• Ability to work well under pressure and meet deadlines
• Innovative and influential, with the ability to drive stakeholders to meet defined timelines and deliverables
• Positive, energetic work approach and flexible in support of a high-growth, highly dynamic work environment
• Consistent exercise of independent judgment and discretion in matters of significance
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• Strong understanding of business process analysis, with experience identifying opportunities for improvement and recommending solutions
• Excels in a team-oriented work environment
• Excellent interpersonal, verbal and written communication skills
• Advanced computer skills (primarily Excel and Microsoft Project)
• Flexibility and creativity to meet customer needs
• Ability to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations

Benefits

• 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 with a 5% company match
• Discretionary annual bonus and equity incentive plan
• Employee stock purchase plan (ESPP) with a 15% discount
• 16 days of paid time off (PTO) 11 paid company holidays and additional floating holidays
• Additional paid time off for school events, elder care, volunteering, bereavement, jury duty, voting, parental leave and disability leave
• Free parking or a company contribution toward a public transit pass
• Wellness Reimbursement Program: Yearly stipend of $500 for employees and $300 for dependents, up to $800 total for the family
• Wellness Incentive Program: Participate in various wellbeing activities to earn up to $450 per year in cash incentives
• Technology Stipend: $100 monthly stipend.
• Educational Reimbursement Program: Work-related learning and development with reimbursement on qualifying degree programs, up to $5,250 per year
• Giving Back: Charitable donation matches up to $5,000 per year and nominate organizations for Company Foundation grants
• Financial Management: Access to financial coaching, digital tools and services to manage and pay student loan debt quicker
• Pet Insurance: Keep your furry friends healthy and happy
• Family Planning: Benefits and services related to fertility, pregnancy, menopause, adoption and surrogacy
• Employee Assistance Program: 24x7 service to support family, work, money, health, legal and life challenges
• Counseling and Caregiving Programs: Including access to mental health services, licensed counselors, and caregiving tools including membership for finding care.
• Referral Bonus: Receive a $3,000 cash bonus if referred candidate is hired and meets eligibility requirements
• Discounts: Discounts, cash back offers and perks on thousands of brands
• LinkedIn Learning Membership: Support your development when accessing LinkedIn’s online library of courses and videos