Customer Experience Specialist, NA

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

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 Portal. 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 can be Remote in the US or based at one of our US locations:

Denver, CO; Phoenix, AZ; Santa Clara, CA; or Ashburn, VA.in alignment with our flexible work policy. (3 days on site required, 2 days flexible)

Vantage Data Centers is seeking an ambitious, self-motivated, detail-oriented, and resourceful Customer Experience Specialist to support the Customer Experience (CE) team. In this role, you will act as a key support point for both the CE team and Vantage's customers, ensuring administrative and operational needs are met efficiently. You will also serve as a liaison across various departments, acting as a facilitator within the CE team to support customer requests and improve customer satisfaction. This role will focus on improving inter-departmental communication, developing and enhancing processes, seeking out areas of improvement, and developing plans to implement them. By streamlining processes and enhancing communication, you will directly contribute to increased customer satisfaction and operational efficiency, driving the company's success as we scale.

The daily responsibilities of this role include managing customer requests and documentation, scheduling and coordinating meetings, and supporting day-to-day activities such as MBR/QBR preparation, construction communications, and customer audits. A successful candidate will work closely with Technical Account Managers (TAMs), proactively identifying areas for improvement and acting as a bridge between teams. You will coordinate with Sales, Real Estate, Operations, Construction, Solutions Architecture/Engineering, and various other teams to ensure excellent customer service. Your contributions will help us exceed customer expectations, foster long-term partnerships, and maintain our reputation for excellence in the data center industry. This role provides an excellent opportunity for someone looking to master the intricacies of data center customer experience, with opportunities to influence the organization and advance within the team.

Essential Job Functions

Administrative Support & Facilitation:

• Serve as the primary administrative support for the Customer Experience (CE) team, facilitating efficient operations and communication.

• Act as a lead facilitator within the CE team, improving inter-departmental communication and collaboration.

Process Improvement & Development:

• Develop and enhance processes and procedures for customer support and administrative tasks.

• Proactively seek out areas for operational improvement and develop plans to implement them.

• Influence the organization by contributing to initiatives that enhance customer satisfaction and operational excellence.

Operational Reporting & Coordination:

• Coordinate with Technical Account Managers (TAMs) to develop reports on operational performance, compliance with SLAs and deliverables, and financials through regular business reviews and reports.

• Manage the preparation and coordination of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in collaboration with the Standards & Transformation (S&T) team.

Customer Relationship Management:

• Develop an understanding of customers' businesses and proactively establish and maintain strategic internal and external relationships.

• Schedule and coordinate meetings with customers to facilitate effective communication and operations.

Customer Communication & Notifications:

• Oversee various customer notifications, ensuring timely and accurate communication with customers.

• Field customer requests via the Customer Portal, providing timely and accurate response to enhance customer satisfaction.

• Maintain customer distribution lists, ensuring accurate and up-to-date communication channels.

Project and Ticket Management:

• Manage customer access requests throughout their lifecycle, ensuring a seamless customer experience.

• Monitor and manage the Customer Experience ticket queue, addressing issues promptly to maintain service quality.

• Submit tickets on behalf of TAMs for various requirements, including new portal dashboard creation.

Cross-Functional Collaboration:

• Act as a liaison between departments to improve communication and collaboration, influencing organizational practices.

• Collaborate with the Real Estate team and other departments to keep the CE team informed of project timelines and deployments.

• Partner with billing and accounting teams on customer billing processes related to CE activities.

Documentation & Reporting:

• Develop, refine, and coordinate documentation of activities within the CE team to maintain high standards of customer service and internal communication.

• Coordinate the preparation and review processes for Service Action Reviews (STAR).

Additional Duties:

• Handle additional duties as assigned by Management.

Job Requirements

Education:

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field, or equivalent experience.

Experience:

• Minimum of 2 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.

Skills:

• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Project, and Visio.

• Strong problem-solving skills with the ability to troubleshoot and resolve customer requests effectively.

• Excellent verbal and written communication skills.

• Ability to manage time effectively and handle multiple tasks and clients simultaneously.

• Strong interpersonal skills, including motivation and negotiation abilities.

• Exceptional organizational skills and keen 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: $90,000 - $100,000 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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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.