About Vantage Data Centers

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

Vantage Operations is responsible for the overall health and well-being of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules across all our properties. We build and maintain strong customer relationships through transparency of performance related metrics which prove our performance and inform our maintenance approaches.

As a part of the Vantage Operations team, the Customer Experience department is responsible for managing all aspects of the customer relationships from the inception of the lease by ensuring that data modules are delivered, monitored and maintained per contracts; supporting customer requests and audits to prove compliance; providing customers with visibility to performance and maintenance of their data modules on our Portal; tracking and reporting on customer service levels (SLAs); producing monthly customer electricity bills based on consumption; and generating regulate reports, analytical insights and forecasting for Operations and the Executive Leadership team.  The Customer Experience department works closely with all Vantage departments to ensure customer success throughout construction and delivery.

POSITION OVERVIEW

Vantage Data Centers is seeking an ambitious, self-sufficient, detail-oriented, and resourceful Customer Experience Administrator to support our Technical Account Managers within the Customer Experience team. In this role, you will act as a key administrative support point for both the CE team and Vantage Customers, ensuring administrative and operational needs are met efficiently. You will also serve as a liaison across various departments to support customer requests and improve customer satisfaction as a member/representative of the CE team.

The daily responsibilities of this role include managing customer requests and documentation, scheduling/ 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 the TAMs; coordinating with Sales, Real Estate, Operations, and various other teams, to ensure excellent customer service. This role provides an excellent opportunity for someone looking to master the intricacies of Data Center Customer Experience with opportunities for advancement within the team.

ESSENTIAL JOB FUNCTIONS

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

• Coordinate with internal Vantage departments to ensure seamless service delivery and customer satisfaction.

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

• Coordinate with TAMS to develop reports on operational performance, compliance to SLAs and deliverables, and financials through regular business reviews and reports.

• Develop an understanding of the customers' business and be proactive in establishing and maintaining strategic internal/external relationships.

DUTIES

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

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

• Oversee various Customer Notifications, ensuring timely and accurate communication with customers.

• Collaborate with the Real Estate team to keep the Customer Experience team informed of timelines and project deployments.

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

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

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

• Manage Customer Access Requests throughout their lifecycle to ensure a seamless customer experience.