At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description The DC Technical Service Management is responsible for maintaining high levels of customer satisfaction and fostering long-term relationshipsthrough the provision of expert technical support and customer relationship management. This role operates within the limits of standard industry practices and aims to achieve permanent objectives such as optimal customer retention and compliance with local and industry standards.DUTIES AND RESPONSIBILITIES:Customer Relationship ManagementDevelop and maintain relationships, serve as the primary contact for customers, provide updates on services.Technical Support and ExpertiseProvide support, resolve issues, assist with data center solutions deployment and optimization.Customer Success InitiativesDevelop strategies to enhance satisfaction and retention, monitor KPIs, conduct reviews forimprovement.Onboarding and TrainingManage onboarding, conduct training sessions on best practices and service usage.Customer Feedback and AdvocacyCollect and analyze feedback, advocate within the company, collaborate on product improvements.Compliance and Quality ControlEnsure activities comply with regulations and standards, participate in audits, implement riskmanagement strategies.KPIsCustomer satisfaction ratings; Retention rateResolution time; Issue closure rateKPI improvement; Customer retention rateTraining completion rates; Onboarding feedbackFeedback implementation rate; Advocacy impactCompliance rate; Audit outcomesREQUIREMENTS:Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.Minimum of 5 years of experience in technical support or customer success management, preferably within the technology, telecommunications, or data center industries.Equal Opportunity EmployerGlobe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed hereMake Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.