Technical Account Manager, NA

Ashburn, VA, 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.

Operations Department

Vantage Operations is responsible for the overall health and well-being of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules across all our properties. We build and maintain strong customer relationships through transparency of performance related metrics which prove our performance and inform our maintenance approaches.

As a part of the Vantage Operations team, the Customer Experience & Lease Compliance department is responsible for managing all aspects of the customer relationships from the inception of the lease by ensuring that data modules are delivered, monitored and maintained per contracts; supporting customer requests and audits to prove compliance; providing customers with visibility to performance and maintenance of their data modules on our Portal; tracking and reporting on customer service levels (SLAs); producing monthly customer electricity bills based on consumption; and generating regulate reports, analytical insights and forecasting for Operations and the Executive Leadership team. The Customer Experience and Lease Compliance department works closely with all Vantage departments to ensure customer success throughout construction and delivery.

Position Overview

Vantage is looking for an ambitious, detail-oriented, resourceful Technical Account Manager (TAM) to establish and maintain customer relationships and promote customer satisfaction. You will be the interface for Vantage Customers to ensure that their needs are being met and will coordinate throughout all Vantage departments to support customer requests.

The daily responsibilities include establishing and maintaining a relationship with a core set of customers to support day-to-day activities and requests including: project support, construction reviews, data module fit-out coordination, customer onboarding, customer audits, performance reporting, customer tooling, and more. A successful candidate will cooperate with the Sales organization to develop custom solutions to ensure customer loyalty.

This role can be based in any of our US locations: Atlanta, GA; Phoenix, AZ; San Antonio, TX; or Ashburn, VA.

Essential Job Functions

Establish and maintain customer relationships

Develop relationships with Vantage global support organizations

Ensure compliance to Vantage standards and customer leases

Report on performance through KPIs to Vantage customers, sales, and executives

Develop and document processes and procedures for customer support

Duties

Perform all internal and external onboarding activities for new customers

Interface directly with customers on a regular basis for reporting and requests

Create custom reports for customers

Hold SLA compliance MBR and QBRs

Gather customer requirements and participate in the solution design and quoting process

Collaborate with internal and external Vantage teams to complete activities on time

Develop and maintain documentation for each customer

Configure Customer Portal and tooling

Support all financial and billing processes

Manage customer facing projects and activities

Maintain compliance to Vantage standards and customer lease obligations

Support Construction team with customer requests and reporting

Additional duties as assigned by Management

Job Requirements

Bachelor of Science degree in Business Administration, Computer Science, Sales, related field or equivalent experience, required

5+ years of experience in one or a combination of the following: Data Center Operations, Project Management, Customer Support, or Sales is required.

Ability to speak and read French is an added benefit

Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required

Prior experience supporting an ITIL based Service Management program

Ability to read and interpret electrical one-line diagrams, a plus

Experience with contracts management and RFPs

Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio

Problem solving skills to troubleshoot and resolve customer requests

Excellent verbal and written communication skills

Time management and multitasking skills to handle multiple tasks and clients at once

Motivational and negotiation skills

Strong organizational skills and attention to detail

Travel required is expected to be 10%, but may increase over time as the business evolves

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

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.