Customer Account Manager

<h1><b>About Vantage Data Centers</b></h1><p><br/>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.</p><p><b>Customer Experience Department</b><br/>The Customer Experience (CE) team sits within Vantage Operations and plays a critical role in ensuring customer success throughout the data center life-cycle - from lease inception to steady-state operations. CE manages customer relationships, supports on-boarding, monitors performance, facilitates audits, and ensures compliance with contractual obligations.</p><p></p><p>Working cross-functionally with Sales, Delivery, Engineering, Legal, Procurement, and Operations, the CE team ensures that Vantage sites are operated to world-class standards and that customers receive a seamless, transparent, and proactive service experience.</p><p></p><p><b>Position Overview</b></p><p>We are seeking a motivated, detail-oriented, and resourceful Customer Account Manager (CAM) to manage relationships with hyperscale data center customers across EMEA. As the primary customer interface, the CAM ensures that customer needs are met and expectations exceeded throughout the lifecycle of their engagement with Vantage.</p><p></p><p>This role involves day-to-day coordination of customer activities, including onboarding, project support, performance reporting, incident management, and strategic reviews. The CAM is instrumental in delivering a positive customer experience and positioning Vantage as the preferred partner.</p><p></p><p><b>Key Responsibilities</b></p><p>Customer Relationship Management</p><ul><li>Act as the voice of the customer within Vantage with responsibilities for gathering, analyzing, and championing customer feedback (e.g. through monthly surveys)</li><li>Build and maintain strong relationships with customer stakeholders (Operations, Construction, Security, HSE)</li><li>Proactively identify and resolve customer issues</li><li>Deliver against Customer Impact Playbook activities across lifecycle stages</li><li>Manage onboarding processes and documentation</li><li>Coordinate customer communications for key projects and initiatives</li><li>Facilitate SLA compliance reviews (MBRs/QBRs)</li><li>Create and deliver custom reports and insights</li><li>Maintain up-to-date customer documentation and distribution lists</li></ul><p></p><p>Operational &amp; Technical Support</p><ul><li>Ensure customer engagement with the Vantage Portal</li><li>Support incident management and After-Action Report (AAR) processes</li><li>Coordinate fit-out activities and infrastructure audits</li><li>Assist with billing validation and financial processes</li><li>Ensure compliance with Vantage standards and lease obligations</li><li>Support Construction and Operations teams with customer-facing reporting and incident reviews</li></ul><p></p><p>Reporting &amp; Performance</p><ul><li>Deliver tailored reporting, scorecards, and dashboards</li><li>Track and analyze KPIs, SLAs, and compliance metrics</li><li>Prepare strategic agendas for QBRs, MBRs, and annual reviews</li><li>Identify trends and improvement opportunities from customer data</li></ul><p></p><p>Cross-Functional Collaboration</p><ul><li>Collaborate with Sales, Delivery, Engineering, Legal, Procurement, and Operations</li><li>Enable live site Operations teams to focus on service delivery by managing customer requests</li><li>Align with gating frameworks and project pods to support onboarding, issue identification, escalation and resolution</li><li>Facilitate workshops, feedback loops, and lessons learned sessions</li><li>Support contract gap analysis and compliance tracking</li></ul><p></p><p>Qualifications</p><ul><li>Minimum of 5 years’ experience in Data Center Operations, Project Management, Customer Support, or Sales, with a proven track record of success in these areas.</li><li>A degree-level qualification in Business Administration, Marketing, or a related field is required</li><li>Experience working in high-tech, rapidly evolving, or fast-growth environments is highly preferred.</li><li>Strong familiarity with contracts, RFP processes, and compliance requirements.</li><li>Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint with Project and Visio an advantage.</li><li>Exceptional problem-solving, communication, and negotiation skills, with the ability to interact effectively across cross-functional teams.</li><li>Demonstrated excellence in time management, multitasking, and the ability to prioritize competing demands in a dynamic environment.</li><li>Keen attention to detail and outstanding organizational skills.</li><li>Ability and willingness to tra