Technical Account Manager, NA

Vantage Data Centers; Quebec; Hybrid; CAD 85,000 - 120,000; Full time

Job summary

Vantage Data Centers is seeking a Technical Account Manager responsible for managing enterprise client relationships and ensuring service delivery. The ideal candidate will have extensive experience in customer support within data center operations, achieving high satisfaction and strong partnerships. Emphasizing bilingual communication, this dynamic role combines project management and client advocacy to maximize engagement and performance across all transactions.

Benefits

Comprehensive suite of health and welfare benefits

Retirement plan

Paid leave benefits

Training and development opportunities

Qualifications

• 5+ years of experience in Data Center Operations, Project Management, Customer Support, or Sales.
• Experience with ITIL based Service Management program.
• Prior experience with contracts management and RFPs.

Responsibilities

• Act as main liaison for enterprise customers, addressing technical and operational needs.
• Collaborate with engineering, operations, and finance teams.
• Manage enterprise accounts ensuring their needs are met and contractual obligations fulfilled.

Skills

Verbal communication

Written communication

Problem-solving

Time management

Negotiation

Organizational skills

Bilingualism (French/English)

Education

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

Tools

Microsoft suite

Job description

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.

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

T his role can be based in any of our QC locations: Saint-Bruno-de-Montarville, Pointe-Claire, Saint-Laurent, or Québec, QC, in alignment with our flexible work policy (3 days on-site required, 2 days flexible).

The Technical Account Manager (TAM) is the primary point of contact for enterprise clients serving as a bridge between the client, internal departments, and external vendors or partners for all projects involving enterprise customers. The role ensures seamless communication, project execution, and client satisfaction across the enterprise segment.

Essential Job Functions

Client Relationship Management:

• Act as the main liaison for enterprise customers, addressing their technical and operational needs.

• Provide proactive support and maintain strong relationships to ensure client retention and satisfaction.

• Manage the client requests submitted through the client portal and ensure proper ticket handling.

Internal Coordination:

• Collaborate with internal teams such as engineering, operations, and finance to deliver solutions aligned with client expectations.

Account Leadership:

• Manage and oversee enterprise accounts, ensuring their needs are met and contractual obligations are fulfilled.

• Develop and implement strategies to maximize revenue from enterprise accounts.

Team collaboration:

• Work closely with members of the Enterprise Sales team. Attend meetings and ensure that key points are effectively communicated to the rest of the team.

Additional Duties:

• Handle additional duties as assigned by Management.

Job Requirements

Education:

• Bachelor’s degree in Business Administration, Computer Science, Sales or a related field or equivalent experience required.

Experience:

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

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

• Prior experience supporting an ITIL based Service Management program.

• Experience with contracts management and RFPs.

Skills:

• 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.

• Strong attention to detail and accuracy.

• Travel required is expected to be up to 25% but may increase over time as the business evolves.

• Excellent bilingualism (French/English)

Bilingualism (French and English) is required for this position due to the nature of the role, which involves interactions with counterparts in the same department and stakeholders in the United States.

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.

#LI-AH1

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.