Fleet Data Centers · 1 month ago
Customer Care Manager
Austin, TX
Full-time
Onsite
Senior Level
$130K/yr - $130K/yr
5+ years expFleet Data Centers is a company that designs, builds, and operates mega-scale data center campuses. They are seeking a Customer Care Manager who will own the post-sale relationship for large enterprise and hyperscale customers, ensuring value realization through proactive engagement and operational excellence.
Data CenterData ManagementIT Infrastructure
No H1B
Responsibilities
Serve as the primary post-sale relationship owner and trusted advisor for assigned hyperscale and large enterprise customers, developing a deep understanding of their business objectives, capacity requirements, and technical environments to deliver measurable value and a consistent white-glove experience
Build and maintain strong, trusted relationships with customer stakeholders and internal teams, proactively identifying risks, dependencies, and opportunities for optimization, growth, and long-term partnership
Drive customer success outcomes by developing and executing customer success plans; monitoring billing accuracy, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs); maintaining accurate customer environment and service documentation, including adherence to contract requirements; leading Quarterly Business Reviews (QBRs); and acting as the voice of the customer internally
Lead customer onboarding and operational readiness, coordinating training, enablement, and best-practice adoption to accelerate time-to-value and ensure operational stability within hyperscale data center environments
Act as the primary escalation point for service, operational, and technical issues, coordinating cross-functional teams to ensure timely resolution, clear customer communication, root cause analysis (RCA), and corrective action planning
Oversee customer-related projects and initiatives, ensuring alignment to scope, schedule, and budget while proactively communicating risks, dependencies, and mitigation strategies
Capture and translate customer feedback into actionable insights, partnering with internal teams to influence service improvements, operational enhancements, and customer-driven innovation
Remain current on hyperscaler requirements, industry trends, and emerging technologies, applying relevant insights to guide customer success strategies and continuous improvement
Provide thought leadership and operational excellence through documentation, knowledge sharing, and lessons learned to improve internal processes and customer experience maturity
Prepare and deliver executive-level reporting and presentations, providing clear visibility into account health, performance metrics, realized value, and future opportunities
Perform additional duties as required to support customer success, operational excellence, and organizational objectives
Qualification
Required
Bachelor's degree
5+ years of experience supporting large enterprise customers in wholesale data center or mission-critical infrastructure environments, consistently driving high-quality service outcomes
5+ years of customer and relationship management experience, including communication, strategic thinking, executive-level stakeholder engagement, and managing complex customer organizations
5+ years of problem-solving and analytical skills, applied to incident management, root cause analysis, and proactive risk identification and prevention
5+ years of demonstrated project management experience, including planning, coordination, and execution of complex, customer-facing initiatives
Bachelor's degree or equivalent relevant professional experience
Preferred
Technical proficiency sufficient to engage credibly with hyperscale customers, including knowledge of data center infrastructure, networking, security, and service operations
Adaptability gained through experience in start-up or rapidly scaling organizations, enabling effective customer support in evolving operational environments
Ongoing engagement with industry trends and best practices, ensuring customer guidance reflects current technologies and market expectations
Benefits
100% employer-covered medical, dental, and vision insurance
401K program
Standard paid holidays
Unlimited PTO
Company
Fleet Data Centers
Fleet Data Centers is a data infrastructure company that designs, constructs, and operates mega-scale data centers.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase