Strategic Account Manager

Role Overview

• 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.

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 is required
• Data Center, high-tech, or rapid growth industry experience is strongly preferred
• 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

Benefits

• 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
• many other additional voluntary benefits