Technical Account Manager

ABOUT VANTAGE DATA CENTERS

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 & LEASE COMPLIANCE DEPARTMENT

As a part of the Vantage Operations team, the Customer Experience & Lease Compliance department is responsible for managing all aspects of the customer relationship by ensuring that data modules are delivered, monitored and maintained per contracts; supporting customer requests, audits and projects; providing customers with visibility to performance, maintenance and activities with their data modules; tracking and reporting on customer service levels (SLAs) and lease obligations; 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 and Lease Compliance department works closely with all Vantage departments to ensure customer success throughout the construction process through daily operations and delivery activities.

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, operations support, performance reporting, customer tooling, and more.  A successful candidate will cooperate with the Sales, Construction, and Operations organizations to develop custom solutions to ensure customer loyalty.

ESSENTIAL JOB FUNCTIONS

• Establish and maintain customer relationships

• Develop relationships with Vantage global support organizations

• 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

• Manage the delivery of multiple concurrent, time-sensitive, customer facing projects and activities

 DUTIES

• Perform onboarding and offboarding activities for customers, including conducting in-depth introductory or exit meetings with customers

• Manage customer relationships on an ongoing basis through regular customer touch points, business reviews, and by acting as the customer advocate

• Schedule and attend remote and in-person reoccurring meetings with existing customers to provide updates and insight in support of project requests

• Coordinate customer requests, projects and buildouts while assisting with project management activities to ensure customer satisfaction and compliance to Vantage standards

• When requested, support and represent Vantage through providing evidence, performing site tours, and responding to inquiries

• Gather supporting data and evidence against SLA targets and KPI’s in support of internal and external requirements

• Coordinate with internal and external resources to meet project deliverables, timelines, and audit requests

• Review and analyze customer contractual obligations to ensure compliance across the delivery organization including support of remediation activities and projects where appropriate

• Record and track activities in support service requests and incidents within designated tools including SharePoint and ticketing systems

• Participate in the design, configuration, and UAT of internal tools used to support customer communications and compliance reporting

• Support all financial and billing processes including being the point of contact for customers related to billing questions

• Contribute to the ongoing improvements to the delivery processes including developing process and procedure documentation, flow charts, and tool enhancements

• Cross train on all duties within the Customer Experience organization to answer customer inquiries and provide backup support to team members when needed

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

• Ability to speak and read French 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, 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 between 10%-20%, but may change over time as the business evolves

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.

Safety and security always matter. During COVID, all positions that can work remotely have been, and appropriate steps have been taken to ensure the safety of employees in any position essential to be on site. Regardless of where you are working, technology to work effectively is provided on or in advance of your first day of employment.

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