Position Overview

This role is based in Phoenix, AZ or Santa Clara, CA in alignment with our flexible work policy. (3 days on site required, 2 days flexible).

Vantage is seeking an ambitious, self-motivated, detail-oriented, and resourceful Strategic Account Manager to support the Customer Experience (CE) team. In this role, you will act as a strategic contributor for both the CE team and Vantage's customers, ensuring administrative and operational needs are met with a high degree of efficiency and foresight. You will also serve as a senior liaison across various departments, acting as a key facilitator within the CE team to support customer requests and drive customer satisfaction. This role will focus on optimizing inter-departmental communication, leading the development of scalable processes, identifying high-impact areas of improvement, and executing plans to implement them. By refining operations and enhancing collaboration, you will directly influence customer satisfaction and operational excellence, supporting the company's growth trajectory.

The daily responsibilities of this role include overseeing complex customer requests and documentation, leading strategic coordination of meetings, and managing high-visibility activities such as MBR/QBR preparation, construction communications, and customer audits. A successful candidate will work closely with Technical Account Managers (TAMs), identifying and executing on opportunities for improvement while serving as a senior bridge between teams. You will coordinate with Sales, Real Estate, Operations, Construction, Solutions Architecture/Engineering, and other departments to ensure a seamless customer experience. Your leadership will help us exceed customer expectations, strengthen long-term partnerships, and uphold our reputation for excellence in the data center industry. This role offers a unique opportunity for someone looking to lead within the customer experience function and shape the future of customer engagement at Vantage.

Essential Job Functions

Administrative Support & Facilitation:

• Serve as the senior-most administrative support for the Customer Experience (CE) team, ensuring operational excellence and communication efficiency.
• Act as a strategic facilitator within the CE team, driving improvements in inter-departmental communication and collaboration.

Process Improvement & Development:

• Lead the design and implementation of scalable processes and procedures for customer support and administrative operations.
• Identify high-impact areas for operational improvement and lead cross-functional initiatives to address them.
• Influence the organization by championing initiatives that elevate customer satisfaction and operational performance.

Operational Reporting & Coordination:

• Collaborate with Technical Account Managers (TAMs) to lead the development of reports on operational performance, SLA compliance, and financial metrics through business reviews and reporting cycles.
• Oversee the preparation and delivery of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in partnership with the Standards & Transformation (S&T) team.

Customer Relationship Management:

• Develop a strategic understanding of customers' businesses and proactively cultivate and maintain key internal and external relationships.
• Lead the scheduling and facilitation of customer meetings to ensure alignment and operational success.

Customer Communication & Notifications:

• Oversee the execution of customer notifications, ensuring timely, accurate, and strategic communication.
• Manage customer requests via the Customer Portal, ensuring high-quality, timely responses that enhance satisfaction.
• Maintain and audit customer distribution lists to ensure communication accuracy and effectiveness.

Project and Ticket Management:

• Oversee the lifecycle of customer access requests, ensuring a seamless and efficient experience.
• Lead the management of the Customer Experience ticket queue, ensuring timely resolution and service quality.
• Submit and track tickets on behalf of TAMs for various needs, including portal dashboard creation and enhancements.

Cross-Functional Collaboration:

• Act as a senior liaison between departments to drive communication and collaboration, influencing organizational practices and priorities.
• Collaborate with the Real Estate team and other departments to ensure the CE team is aligned with project timelines and deployments.
• Partner with billing and accounting teams to oversee customer billing processes related to CE activities.

Documentation & Reporting:

• Lead the development and refinement of documentation practices within the CE team to support high standards of service and internal communication.
• Oversee the preparation and review of Service Action Reviews (STAR), ensuring accuracy and completeness.

Additional Duties:

• Handle additional duties as assigned by Management.

Job Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field, or equivalent experience.
• 5-7 years of experience in one or more of the following areas: Data Center Operations, Project Management, Customer Support, or Sales.
• Experience in the Data Center Industry or Critical Operations is strongly preferred.
• Experience with contract management and administration is preferred.
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Project, and Visio.
• Advanced problem-solving skills with the ability to lead resolution of complex customer requests.
• Excellent verbal and written communication skills.
• Ability to manage time effectively and lead multiple initiatives and client relationships simultaneously.
• Strong leadership and interpersonal skills, including motivation, influence, and negotiation abilities.
• Exceptional organizational skills and attention to detail.
• Travel required is expected to be up to 5-15% 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: $135,000 - 145,000 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.

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