Project Manager-Customer Success : Hyperscale Accounts, Datacenter

Job Location : Sify Rabale, Navi Mumbai

Position Overview: We are seeking an experienced and dynamic Project Manager - Customer Success to join our data center team. This hybrid role combines project management expertise with a strong focus on customer success, including post-delivery service management. The ideal candidate will be responsible for driving project execution, ensuring smooth service delivery, and managing long-term customer satisfaction to foster retention and loyalty.

Key Responsibilities:

Project Management:

1.Act as the primary point of contact for customers, ensuring clear and consistent communication throughout the project lifecycle and beyond.

2.Oversee data center projects from initiation to completion, ensuring delivery within scope, on time, and within budget.

3.Develop detailed project plans and manage risks effectively to meet project milestones.

4.Coordinate with cross-functional teams, including Projects, Operations, Facilities, and technical staff, to ensure seamless project execution.

5.Monitor and Review project progress and performance using key metrics, providing regular updates to stakeholders and customers.

6.Manage changes to project scope, timeline, and costs, communicating impacts and adjustments to all relevant parties.

Customer Success and Post-Delivery Service Management:

1.Build and maintain strong, long-term customer relationships by understanding their goals and business objectives.

2.Oversee post-delivery service management, ensuring smooth transitions to operations and ongoing support teams.

3.Address customer queries and issues promptly and collaborate with internal teams to provide timely resolutions.

4.Drive customer satisfaction by conducting periodic reviews, gathering feedback, and identifying improvement opportunities.

5.Proactively identify upsell or cross-sell opportunities, aligning additional services with customer needs.

Collaboration and Leadership:

1.Collaborate with internal teams to ensure alignment between project execution, service delivery, and customer expectations.

2.Lead customer onboarding sessions and facilitate training to ensure smooth handovers post-project completion.

3.Develop and execute strategies to improve CSat and NPS scores. Analyze NPS data to identify trends, prioritize actions, and communicate results to stakeholders. Implement initiatives to address detractors' concerns and convert passive customers into promoters.

4.Promote a culture of continuous improvement by identifying lessons learned and implementing best practices across the organization.

Qualifications:

1.Bachelors degree in any discipline is required; advanced education is a plus.

2.7+ years of experience in project management and/or customer success roles, preferably in the data center, IT infrastructure, or Technology sectors.

3.Certifications in PMP, PRINCE2, ITIL, or equivalent is preferred.

4.Proven experience managing complex, multi-phase projects and post-delivery service management with external clients.

5.Strong understanding of Service delivery processes, and customer lifecycle management.

6.Exceptional communication, negotiation, and stakeholder management skills.

7.Proficiency in project management tools (e.g., MS Project, JIRA, or equivalent).

Key Competencies:

1.Customer-focused mindset with the ability to anticipate and address client needs proactively.

2.Strong problem-solving skills and ability to work effectively under pressure.

3.Excellent organizational and time management abilities to manage multiple projects and priorities.

4.Leadership and collaboration skills to coordinate cross-functional teams and drive results.

5.Analytical mindset to track performance metrics and implement actionable improvements.