About Vantage Data Centers

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.

Operations Department

As part of the Vantage Operations team, the Customer Experience department is responsible for managing all aspects of customer relationships from the inception of the lease through the full operational lifecycle. This team ensures that data modules are delivered, monitored, and maintained per contractual requirements; supports customer requests and audits to demonstrate compliance; provides customers with visibility into the performance and maintenance of their data modules through our Portal; and tracks and reports on customer service levels (SLAs). The Customer Experience team partners closely with the Special Projects and Connectivity teams to ensure seamless coordination across Operations and Construction Delivery. The Special Projects function focuses on ongoing maintenance, end-of-life equipment replacement, site investments, and customer-driven requests—ensuring operational excellence and alignment with evolving customer needs. Together, these teams embody Vantage’s customer-first approach by proactively managing site performance, maintaining transparency, and ensuring an exceptional experience throughout the customer journey.

Position Overview

This role can be based in any of our US and Canada locations: Denver, CO; Phoenix, AZ; Santa Clara, CA; Shackelford County, TX; Port Washington, WI; Ashburn, VA or Montreal (QC).

As the Senior Director, Customer Experience within Vantage you will play a pivotal role in driving customer satisfaction, retention, and success within our Data Centers. You will lead a team responsible for ensuring our customers receive exceptional support and achieve their desired outcomes. The ideal candidate possesses a strong blend of strategic thinking, leadership skills, and a deep understanding of the Data Center industry and will be principle point of contact for all escalations.

Essential Job Functions

Customer Relationship Management:

• Serve as the primary escalation point for customer issues, ensuring timely and effective resolution

• Partner with internal teams to deliver consistent, high-quality customer service

• Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor

• Monitor customer health and proactively address concerns to maintain satisfaction and loyalty.

Customer Experience Strategy:

• Support the development and execution of customer experience initiatives aligned with company goals

• Identify opportunities to improve the customer journey from onboarding through service delivery

Leadership and Team Management:

• Lead and develop a high-performing customer experience team, providing coaching and support

• Ensure team performance meets or exceeds service level agreements (SLAs)

• Foster a customer-first mindset across the team and broader organization

Cross-Functional Collaboration:

• Collaborate with Sales, Operations, Construction, and Design teams to drive customer satisfaction and ensure seamless implementation and delivery of services

• Act as a strategic partner to senior leadership, providing insights and recommendations based on customer feedback and market trends

Performance Measurement and Improvement:

• Define and measure key customer success metrics, regularly reporting on progress and identifying areas for improvement

• Develop a Continuous Service Improvement (CSI) matrix based on client and management feedback and personal observations and implement it across the organization

Revenue and Growth Management:

• Take responsibility for delivering product and services revenue and gross margin (GM) targets, aligning customer success initiatives with financial performance

Customer-Centric Innovation:

• Identify and address opportunities for innovation in the customer experience, leveraging feedback and data to drive enhancements

• Champion initiatives that enhance the overall customer journey and ensure Vantage remains a leader in customer satisfaction within the data center industry

Training and Development:

• Develop all direct reports by ident