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.

Customer Experience Department

The Customer Experience (CE) department at Vantage Data Centers is dedicated to managing and enhancing all aspects of customer relationships from the inception of the lease throughout the entire customer lifecycle. We ensure that data modules are delivered, monitored, and maintained according to contractual agreements, proactively supporting customer requests and audits to demonstrate compliance and performance.

The CE department provides customers with visibility into the performance and maintenance of their data modules through our Portal. We track and report on customer service levels (SLAs), generate regular reports, analytical insights, and forecasting for Operations and the Executive Leadership team. Our team focuses on developing and enhancing processes, seeking out areas for improvement, and implementing plans to elevate the customer experience. Our team fosters a culture of collaboration, innovation, and continuous improvement, valuing each member's contributions and encouraging professional growth.

The Customer Experience department works closely with all Vantage departments—such as Sales, Real Estate, Operations, Construction, and Solutions Architecture/Engineering—to ensure customer success throughout construction, delivery, and ongoing operations. By improving inter-departmental communication and influencing organizational practices, we contribute to our commitment to providing world-class service as we scale.

Position Overview

This role is based in Denver, CO or Ashburn, VA in alignment with our flexible work policy. (3 days on site required, 2 days flexible).

The North American Director Customer Experience will be responsible for the overall customer experience and delivery of services across our North American campuses. It  remains critical to maintain a consistent customer experience across all campus environments as well as take advantage of scale as Vantage continues to grow. The successful candidate will manage a team of Technical Account Managers supporting a portfolio of customers throughout North America, to build a stellar operations & customer service experience reputation with our customers and the industry. 

At Vantage we believe steel sharpens steel.  The North American Director Customer Experience will drive continued improvement by measuring metrics and KPIs consistently across all customers, looking for best in class processes/performance which can then be shared across campuses, improving the entire team and driving results that insure 100% uptime and delight our customers.  This position will drive the development of additional and/or improved standards from customer account management to budgeting to help with our overall scaling efforts.

As we continue to expand, North American Director Customer Experience will peer with our Director of Business Operations and Site Reliability to assist improving our customer experience, site reliability and business operations across the north Americas portfolio.

Essential Job Functions

• Responsible for building strategy and driving execution of customer service to achieve company goals while realizing best-in-class customer experience, financial performance, and employee engagement.

• Collaboration with the North American Operations departments and teams on all aspects of operations projects, delivery, and commissioning activities.

• Build and lead a team of technical account managers dedicated managing the end-to-end customer experience within Vantage facilities across the customer lifecycle beginning at contract execution, through construction and production.

• Encourage and foster a team-oriented environment through positive feedback.

• Ensure customers are satisfied and any issues with their services are resolved quickly and efficiently.

• Create annual operating expense budgets and capital expenditures.  

• Utilize customer experience expertise to identify issues, predict and mitigate risk, develop and execute customer experience strategies and programs for frontline customer service.

• Demonstrate the ability to understand the engineering design and operational aspects of the base building systems and can support operational issues and emergency si