Director, Customer Experience, NA

Atlanta, GA, United States

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.

Site Operations Department

The Site Operations Department is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules at each campus. The teams are staffed 24 x 7 on site with Critical Facilities Engineers (CFEs) on each shift. These teams are the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the general health of our customer installations. Using a Critical Maintenance Management System (CMMS) to plan and track needed work, each campus Site Operations department manages all preventative and corrective maintenance on-site for our campuses located throughout North America. Our culture expects and rewards operations teams that engage directly with the customers and the facility infrastructure. These teams do most of the work themselves versus calling out constantly to vendors. As a result, we provide superior service that is faster and more cost effective. We prove that service through transparent reporting on all key performance metrics giving the customers the ability to focus on their operations without having to manage the performance of the facilities.

Position Overview

With expansion to seven campuses, and additional planned expansion, it remains critical to maintain a consistent stellar customer experience across all campus environments as well as take advantage of scale as Vantage continues to grow. The North American Director Customer Experience will be responsible for the overall customer service of our North American campuses.

The successful candidate will manage 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 facilities and 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 out customers. This position will drive the development of additional and/or improved standards from maintenance 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 with ways that can improve our customer experience, site reliability and business operations scaling across the north Americas portfolio

Essential Job Functions

Director, Customer Service, you are responsible for building strategy and driving execution for Customer Service frontline to achieve company goals while realizing best-in-class customer experience, financial performance, and employee engagement

Collaboration with Director of Reliability Engineering North America and all aspects of operations projects and commissioning activities on all active sites.

Build and lead a team of managers and dedicated to not only attract and retain the very best talent but foster a culture where our team members are deeply connected to Vantage Data Centers' mission and empowered to deliver our best-in-class service

Lead a team of site operations directors responsible for each campus.

Ensures availability and capacity targets are achieved and maintained for data centers and technical infrastructure for all Vantage Data Center facilities.

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.

Utilize employee relations expertise to identify issues, predict and mitigate risk, develop and execute employee relation strategies and employee programs for frontline customer service.

Demonstrate the ability to understand the engineering design and operational aspects of the base building systems and can recognize system performance deficiencies and respond to operational and emergency situations.

Collaborate with Director of North America Business Operations reporting (monthly and quarterly performance meetings), activities and fit-outs on live sites.

Deliver and drive strategies and programs which improve the position and profitability of the customer service sites that includes all aspects of operational performance, employee engagement, change management, succession planning-talent management activities and stakeholder management.

Duties

Utilizes information on customer business, needs, and strategy to support customer success. Demonstrates solid understanding of competition and industry trends. Meets with and holds conversations with customer stakeholders to develop deep understanding of the customer business, business outcomes, competition, and industry trends. Ensures customer and market insights are communicated to internal teams (e.g., product, support, operations) to influence improvements.

Identifies and articulates business value of role and solutions for customer organization through demonstrations, storytelling, etc., to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or Vantage Data Centers' best practices to support business outcomes. Tailors relevant value proposition to audience (e.g., roles, levels, function). Coaches and develops others in business value selling and best practices.

Conduct analysis into what customers are using versus what needs. Drive for great consumption with customer based on analysis of usage & needs. Leverage experience and industry knowledge to provide guidance and recommendation to customer. In turn - driving, retaining and optimizing customer consumption

Adapt to customer success stories and plans

Working with your peers and the COO determine appropriate team performance goals and manage those to completion.

Evaluate and manage performance reviews for your team. Seek out input from others and provide feedback and coaching to manage individuals as well as the team.

Protect and improve the value of our assets and ensure that building machinery and systems meet or exceed their expected life.

Working with Management, assist with the preparation of operational and capital portions of the budget.

Responsible for ensuring that major projects performed at the campuses are properly planned, executed and closed out in accordance with best current practices in our industry.

Develop and maintain elite customer service for all Vantage customers.

Job Requirements

College degree in engineering field is highly desired, but not required with 7+ years' experience in data center operations management and portfolio management. Minimum High School diploma or GED equivalent.

7+ years of direct managerial experience, strong interpersonal skills, mission critical industry experience related to customer experience & service of a data center portfolio

Consistent track record of excellent internal and external customer service.

Ability to communicate well in both oral and written reports.

Proficiency in MS Office, Outlook, Word, Excel and building automation systems.

Travel required is expected to be 50%, but may increase over time as the business evolves.

Additional Information:

This role is based in Alpharetta, GA.

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.

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