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.

ABOUT VANTAGE DATA CENTERS & THE ROLE 

Vantage Data Centers is a leading global provider of hyperscale data center solutions. We are committed to innovation, sustainability, and delivering exceptional service. As part of our growing EMEA Customer Experience team, we are seeking a proactive and detail-oriented Customer Experience Partner to support our hyperscale and retail customers across the region. 
 
This role is pivotal in ensuring a seamless customer journey—from onboarding through to operational excellence—by managing customer requests, supporting SLA/KPI reporting, and driving continuous improvement in service delivery. It also plays a key role in aligning with the end-to-end customer journey and delivering a differentiated proposition that delights our customers and positions Vantage as the partner of choice in the region. 

POSITION OVERVIEW 

The Customer Experience Partner will work closely with internal teams and customers to ensure high-quality service delivery, accurate reporting, and consistent customer engagement. You will support the mobilization of new sites, manage customer onboarding (including portal access and documentation), and contribute to performance reporting and compliance tracking. 
 
This role requires strong communication, organizational, and analytical skills, with a focus on building relationships and delivering value to our customers. 

KEY RESPONSIBILITIES 

• Serve as a primary relationship manager for key customer accounts across EMEA. 

• Lead customer onboarding and lifecycle engagement, ensuring a seamless and value-driven experience. 

• Own the preparation and delivery of Quarterly Business Reviews (QBRs), providing insights and recommendations to drive customer success. 

• Collaborate with cross-functional teams (Operations, Compliance, Construction) to align service delivery with customer expectations. 

• Analyze SLA/KPI performance and customer usage data to identify trends, risks, and opportunities. 

• Champion continuous improvement initiatives and contribute to the evolution of customer experience strategy. 

• Support commercial teams with customer insights and feedback to inform product and service development. 

• Represent the voice of the customer in internal forums and strategic planning sessions. 

• Support the development of tailored engagement plans based on customer maturity and strategic priorities. 

• Participate in client meetings to gather feedback and understand evolving needs. 

• Contribute to the preparation of proposals, presentations, and contract renewals. 

• Track and report on customer account performance metrics to inform strategic decisions. 

• Coordinate with internal teams to ensure timely delivery of contracted services and resolution of issues. 

• Monitor service delivery against SLAs and escalate risks