Strategic Account Manager, NA

Vantage; Quebec; On-site; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Job summary

Vantage in Québec, QC, Canada seeks a Strategic Account Manager to own the customer experience for hyperscale and strategic accounts. You will coordinate across Sales, Operations, Legal, Finance, Security, and CX teams to deliver commitments and outcomes.

The role requires a Bachelor's degree and 5+ years in customer success or related fields, plus strong executive communication in English and French to manage governance and ongoing account health.

Qualifications

• Bachelor’s degree required in business, CS, sales or related field.
• 5+ years in customer success, strategic accounts, service delivery, or related field.
• Strong customer relationship management experience.
• Fluent in French and English for North America stakeholders.

Responsibilities

• Own the customer experience for assigned strategic accounts.
• Coordinate across Sales, Construction, Operations, Legal, Finance, Security, and CX teams.
• Lead governance, readiness tracking, issue management, and success planning.
• Develop executive-ready account summaries and governance documentation.
• Monitor health indicators and SLA performance; drive action on issues.

Skills

Strategic account management

Relationship management

Executive communication

Cross-functional collaboration

Bilingual French/English

Education

Bachelor’s degree in Business Administration, Computer Science, Sales or related field

Job description

About Vantage

Vantage 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

Vantage 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.

Position Overview

This role will be based at our campus in Québec, QC, Canada.

The Strategic Account Manager is the primary owner of the customer experience for assigned hyperscale and strategic customers. The SAM serves as the central orchestrator across Sales, Construction, Operations, Legal, Finance, Security, and Customer Experience teams to ensure customer commitments are fulfilled and customer outcomes are achieved. This role owns customer governance, stakeholder engagement, readiness tracking, issue management, success planning, and ongoing account health throughout the customer lifecycle.

Essential Job Functions

• Primary Point of Customer Contact aka CEO of your own business.
• Own customer governance for assigned strategic accounts.
• Develop and maintain Customer Success Plans tied to customer goals and business outcomes.
• Facilitate recurring customer meetings, MBRs, and operational reviews.
• Coordinate customer onboarding, readiness, and RFS activities.
• Lead customer communications across incidents, escalations, and milestone events.
• Maintain Executive Connect plans and executive engagement documentation.
• Monitor customer health indicators, Voice of Customer trends, SLA performance, and operational issues.
• Coordinate issue resolution and drive corrective action closure.
• Develop executive-ready reporting and account summaries.
• Maintain account data and inputs for Hyperscale 360 and leadership reporting.

Job Requirements

• Bachelor’s degree in Business Administration, Computer Science, Sales or a related field or equivalent experience required.
• 5+ years of experience in customer success, strategic accounts, service delivery, program management, or a related field.
• Strong customer relationship management experience.
• Strong communication and executive presentation skills.
• Experience managing cross-functional initiatives without direct authority.
• Fluency in both French and English is required due to the need to interact with customer and internal stakeholders across North America.

Preferred Qualifications

• Experience supporting hyperscale cloud, colocation, or mission-critical infrastructure customers.
• Experience leading MBRs and QBRs.
• Knowledge of data center operations and customer onboarding processes.

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.

Vantage is an Equal Opportunity Employer.

Vantage 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.