Customer Success Representative at CoreSite in Denver, Colorado

Job description

• Description
• As a member of the company's Customer Success team, the Customer Success Representative (CSR) is responsible for supporting customers throughout the entire lifecycle, from initial order processing through post-deployment support.
• This includes handling new sales, renewal, and customer-submitted orders, and responding to inquiries with accuracy, professionalism, and a sense of urgency. The CSR ensures commencement timelines are met and that all related administrative tasks are completed promptly and with attention to detail.
• While often assigned to a specific regional data center, the CSR also collaborates across teams to support deployments spanning multiple locations.
• In addition to providing direct customer support, the CSR works closely with senior Customer Success team members and leadership to assist with issue resolution, order fulfillment, and ongoing service needs.
• The role requires regular collaboration with internal teams, including Sales Engineering, Field Operations, Security, and Sales, to define customer requirements and coordinate seamless service delivery. The CSR also partners with Project Managers to support customer reporting efforts and help ensure a smooth, successful experience for every client.

Responsibilities

• Respond to customer inquiries and proactively anticipate customer needs
• Process all customer orders, including power, cross-connects, suite/cabinet installations, and deliveries
• Verify orders against Master Service Agreements and Order Forms, ensuring alignment with space, power, and commencement terms
• Prepare and document implementation, transition, move-in, and move-out schedules
• Conduct daily reviews of company-wide work orders, performing initial quality reviews and approvals
• Validate space and office inventory in coordination with Sales Engineering and maintain accurate documentation
• Manage customer move-outs and coordinate exit activities with Field Operations, Leasing, Sales, and Accounting
• 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 with at least two onsite days per week
• Flexibility to travel up to 5%, with potential for increased in-office presence as business needs evolve
• Excellent interpersonal skills and the ability to build strong working relationships, complemented by outstanding verbal and written communication skills
• Ability to thrive in a collaborative, team-oriented environment
• Proven capacity to perform under pressure and consistently meet deadlines
• Strong work ethic and accountability in meeting expectations and timelines
• Growth mindset with adaptability, creativity, and openness to change
• Self-motivated with the ability to work independently while staying aligned with internal teams and external stakeholders
• Bachelor’s degree with an emphasis in business administration, communications, information technology, or a related field, or equivalent combination of education and experience
• Minimum of 2 years of customer service experience required, preferably in a fast-paced, technical, or infrastructure-focused environment, with prior experience in colocation or data center operations strongly preferred
• Experience using Salesforce or a similar customer relationship management software strongly preferred

Skills

Required

• Flexibility to travel up to 5%
• Excellent interpersonal skills
• Strong work ethic and accountability

Benefits

• Benefits: Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits to all employees regularly scheduled to work more than 20 hours a week!
• Medical coverage starting day one, plus dental, vision, telemedicine, HSA/FSA options.
• 401(k) with a 5% company match, plus bonus and equity opportunities.
• Employee Stock Purchase Plan (ESPP).
• Starting 16 days of PTO, 11 paid company holidays, floating holidays and additional paid time for volunteering, family care, parental leave and other life events.
• Free parking or public transportation support.
• Up to $800 annually in wellness reimbursements and up to $450 in wellness incentives.
• $100 monthly technology stipend.
• Up to $5,250 annually in educational reimbursement plus LinkedIn Learning.
• Up to $5,000 annually in charitable donation matching.
• Financial coaching and student loan support.
• Family planning, mental health, and caregiving support.
• Pet insurance, employee discounts and cash back offers.
• Compensation: Compensation for this role includes a base salary between $24.04/hr and $26.92/hr. This role is also eligible for an annual bonus and equity, based upon individual and company performance.