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Vantage Data Centers · 14 hours ago

Strategic Account Manager, NA

New Albany, OH

Full-time

Onsite

Mid, Senior Level

$120K/yr - $140K/yr

5+ years exp

Vantage Data Centers is a leading provider of data center solutions, dedicated to enhancing customer relationships and satisfaction. The Strategic Account Manager will establish and maintain relationships with customers, ensuring their needs are met while coordinating with internal departments to support customer requests and improve service delivery.

Data CenterInformation TechnologyIT InfrastructureTechnical Support

Growth Opportunities

Responsibilities

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

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

Qualification

Data Center OperationsCustomer SupportProject ManagementITIL Service ManagementContracts ManagementMicrosoft SuiteProblem SolvingCommunication SkillsTime ManagementNegotiation SkillsOrganizational Skills