Strategic Account Manager, NA

About Vantage Data Centers

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

The Customer Experience (CE) department at Vantage Data Centers is dedicated to managing and enhancing all aspects of customer relationships from the inception of the lease throughout the entire customer lifecycle. We ensure that data modules are delivered, monitored, and maintained according to contractual agreements, proactively supporting customer requests and audits to demonstrate compliance and performance.

The CE department provides customers with visibility into the performance and maintenance of their data modules through our various reporting mechanisms. We track and report on customer service levels (SLAs), generate regular reports, analytical insights, and forecasting for Operations and the Executive Leadership team. Our team focuses on developing and enhancing processes, seeking out areas for improvement, and implementing plans to elevate the customer experience. Our team fosters a culture of collaboration, innovation, and continuous improvement, valuing each member's contributions and encouraging professional growth.

The Customer Experience department works closely with all Vantage departments-such as Sales, Real Estate, Operations, Construction, and Solutions Architecture/Engineering-to ensure customer success throughout construction, delivery, and ongoing operations. By improving inter-departmental communication and influencing organizational practices, we contribute to our commitment to providing world-class service as we scale.

Position Overview

This role is based in Sterling, Virginia with flexible work arrangement: 3 days on-site and 2 days remote. This position can also be based remotely in the United States.

Vantage is looking for an ambitious, self-sufficient, detail-oriented, resourceful Strategic Account Manager (SAM) to establish and maintain customer relationships and promote customer satisfaction. You will be the interface for Vantage Customers to ensure that their needs are met and will coordinate throughout all internal 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, operations support, performance reporting, customer tooling, and more. A successful candidate will coordinate with the Sales, Construction, and Operations organizations 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 external relationships with customers personnel, e.g. Operations, Construction, Security & Health & Safety.

• Develop key internal relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations.

• Ensure compliance with Vantage standards and customer leases.

• Support customer projects, requests, and improvement activities tracking, pricing, approval, and implementation.

• Report on operational performance, compliance to SLAs and deliverables, and financials through monthly, quarterly and bi-annual Business reviews, KPIs, and STAR reports.

• Develop and document processes and procedures for customer support.

Duties

• Perform/coordinate all internal and external onboarding activities for new customers.

• Interface in person with customers on a regular basis.

• Generate and provide regular reporting and respond to Customer requests.

• Respond to customer requests from the customer portal.

• Identify areas of improvement and provide feedback on these items to the relevant Vantage teams.

• Host and coordinate SLA compliance MBR and QBRs with the Customer.

• 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.

• Coordinate with relevant teams to ensure proper configuration of Customer Portal and tooling.

• Provide support to all financial and billing teams.

• Manage customer facing projects and activities.

• Ensure compliance to Vantage standards and customer lease obligations is upheld.

• Support Construction team with customer requests, coordinating communication, escalations, and reporting.

• Support the operations teams with any operational incident reports and reviews with customers.

• Handle additional duties as assigned by Management.

Job Requirements

• Bachelor of Science degree 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

• Data Center, high-tech, or rapid growth industry experience is strongly preferred

• 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, Power Point, 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 up to 25% but may increase over time as the business evolves.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

Additional Details

• Salary Range: $120,000-$140,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)

• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

• Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

#LI-Onsite

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We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.