Customer Account Manager

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

CUSTOMER EXPERIENCE DEPARTMENT

Vantage Operations is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules across all our properties. We build and maintain strong customer relationships through transparency of performance-related metrics which prove our performance and inform our maintenance approaches.

As a part of the Vantage Operations team, the Customer Experience team is responsible for managing all aspects of the customer relationships from the inception of the lease by ensuring that data modules are delivered, monitored and maintained per contracts; supporting customer requests and audits to prove compliance; providing customers with visibility to performance and maintenance of their data modules on our Portal; tracking and reporting on customer service levels (SLAs); producing monthly customer electricity bills based on consumption; and generating regular reports, analytical insights and forecasting for Operations and the Executive Leadership team. The Customer Experience team works closely with all Vantage departments to ensure customer success throughout construction and delivery and ensures the sites are operated to world-class standards.

POSITION OVERVIEW

Vantage is looking for an ambitious, detail-oriented, resourceful Technical Account Manager (TAM) to establish and maintain customer relationships and promote customer satisfaction. You will be the interface for Vantage Customers to ensure that their needs are being met and will coordinate throughout all Vantage departments to support customer requests.

The daily responsibilities include establishing and maintaining a relationship with a core set of customers to support day-to-day activities and requests including: project support, construction reviews, data module fit-out coordination, customer onboarding, customer audits, performance reporting, customer tooling, and more. A successful candidate will cooperate with the Sales organization to develop custom solutions to ensure customer loyalty.

ESSENTIAL JOB FUNCTIONS

• Understand the customers' business and be proactive in our approach to establish and maintain excellent customer relationships.
• Establish key relationships with customers' personnel, e.g. Operations, Construction, Security & Health & Safety.
• Develop key relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations.
• Ensure compliance to Vantage standards and customer leases.
• Report on performance through KPIs to Vantage customers, sales, and executives.
• Develop and document processes and procedures for customer support.

DUTIES

• Perform all internal and external onboarding activities for new customers.
• Interface directly with customers on a regular basis for reporting and requests.
• Create custom reports for customers.
• Action customer requests from the portal.
• Identify areas of improvement and feed these items back to the Vantage teams.
• Hold SLA compliance MBR and QBRs.
• Gather customer requirements and participate in the solution design and quoting process.
• Collaborate with internal and external Vantage teams to complete activities on time.
• Develop and maintain documentation for each customer.
• Configure Customer Portal and tooling.
• Support all financial and billing processes.
• Manage customer-facing projects and activities.
• Maintain compliance to Vantage standards and customer lease obligations.
• Support Construction team with customer requests and reporting.
• Support the operations teams with any operational incidents reports and reviews with customers.

JOB REQUIREMENTS

• HND/Degree level qualification in Business Administration, Computer Science, Sales, related field or equivalent experience, required.
• 5+ years of experience in one or a combination of the following: Data Center Operations, Project Management, Customer Support, or Sales is required.
• Ability to speak and read German is an added benefit.
• Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required.
• Prior experience supporting an ITIL based Service Management program.
• Ability to read and interpret electrical one-line diagrams, a plus.
• Experience with contracts management and RFPs.
• Proficient with Microsoft suite including Excel, Word, PowerPoint, Project, and Visio.
• Problem-solving skills to troubleshoot and resolve customer requests.
• Excellent verbal and written communication skills.
• Time management and multitasking skills to handle multiple tasks and clients at once.
• Motivational and negotiation skills.
• Strong organizational skills and attention to detail.
• Travel required is expected to be 20%, but may increase over time as the business evolves.

Vantage Data Centers is an Equal Opportunity Employer.