Client Support Specialist

QTS Data Centers; Ashburn (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) matching contributions with VP/

Paid time off and holidays

Volunteer days

Stock Purchase Plan

Holiday pay

Parental leave

Tuition assistance

Wellness programs

Job summary

QTS Data Centers in Ashburn, VA seeks a Client Services Specialist to support existing customers with proactive account management, issue resolution, and coordination across Sales, Billing, and Operations. You will ensure a high level of customer satisfaction, revenue retention, and growth across a portfolio of 1,000+ accounts.

The role reports to the Senior Manager, Client Services and requires a BS/BA and 3+ years in customer-facing roles within tech or data center environments.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Three+ years in a customer-facing, operational, project management, or client services role in technology/data center environments.

Responsibilities

• Provide data, reporting, and operational insights to Sales Executives and Leadership to support retention and growth.
• Act as a self-starter, own customer issues, drive follow-up and priority management for exceptional service.
• Lead Renewal Review processes with cross-functional teams to support contract renewals and revenue retention.
• Maintain data integrity across Salesforce, ServiceNow, and other systems, resolving discrepancies.
• Deliver contracts, invoices, and customer documentation to clients and internal stakeholders.

Skills

Communication

Relationship building

Organization

Analytical thinking

Problem solving

multitasking

Education

Bachelor’s degree in Business, Project Management, or related field

Tools

Salesforce

Tableau

Icertis

Workday

YayPay

ServiceNow

Microsoft Office

Job description

It’s exhilarating to find yourself at a pivotal moment in history— and even more so to be leading the way. At QTS Data Centers, we are proud to stand at the forefront of today’s dynamic digital transformation. Our world-class data centers empower our customers’ most strategic growth initiatives, positioning us as a global leader in digital infrastructure.

As AI and cloud technologies fuel the demand for increased speed, capacity, and innovation, QTS has emerged as the global digital infrastructure leader. We are committed to connecting the globe for good. Driven by purpose and a spirit of innovation, we design, build, and operate some of the most advanced data centers worldwide. In addition to our cutting-edge technology, we are dedicated to sustainability, incorporating renewable energy solutions to minimize our environmental footprint and drive meaningful impact. As a proud portfolio company of Blackstone, QTS is uniquely positioned to achieve ambitious growth and innovation goals.

At QTS, we are Powered by People. Our team members are the cornerstone of our culture, innovation, and growth. They are mission-driven, resourceful, and committed to making a positive impact in the communities where we live and work. Together, we’re achieving remarkable things and shaping the future of digital infrastructure.

And we’d like to invite you to join us.

In addition to a variety of benefit packages, QTS goes above and beyond for our employees:

• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program

Client Services Specialist

The Client Services Specialist is responsible for supporting existing customers through proactive account support, issue resolution, and operational coordination to drive customer satisfaction, revenue retention, and growth across a portfolio of more than 1,000 accounts. This role serves as a key liaison between customers, Account Management, Sales, Billing, Operations, and other internal teams to ensure exceptional customer experience. The Client Services Specialist reports to the Senior Manager, Client Services.

Responsibilities

Other duties may be assigned.

• Provide customer data, reporting, and operational insights to Sales Executives, Sales Leadership, Account Managers, and Account Management Leadership to support customer retention and growth strategies.
• Act as a self-starter who takes ownership of customer and operational issues, proactively identifies solutions, drives follow-up activities, and manages priorities effectively to ensure exceptional service and successful outcomes.
• Lead the Renewal Review process by coordinating cross-functional audits and physical site reviews with the Critical Operations Team (COT), Operations Support, and Facilities teams; validating customer services and data; identifying risks and discrepancies; and providing accurate information to support contract renewals, upgrades, customer growth opportunities, and revenue retention efforts.
• Partner with internal teams to maintain data integrity and ensure the accuracy and consistency of customer records across Salesforce, ServiceNow, contracts, reporting tools, and other operational systems, proactively identifying and resolving discrepancies that impact customer service, reporting, and business operations.
• Deliver contracts, invoices, and other customer documentation to clients and internal stakeholders as needed.
• Serve as the primary escalation point for service-related issues and requests that cannot be resolved by the Operations Support Center (OSC).
• Address billing inquiries and reporting discrepancies by partnering with Billing, Accounts Receivable, and customers to drive timely resolution.
• Complete credit requests, account billing/contract reviews, and other ad hoc customer or business support activities.
• Coordinate and facilitate cross-functional meetings with customers and internal stakeholders to investigate and resolve customer name changes, invoice discrepancies, billing concerns, and account-related issues, driving action items to completion and ensuring timely, accurate resolution.
• Manage the customer termination process by coordinating with customers and internal stakeholders to ensure accurate documentation, validate services and contractual obligations, facilitate service disconnects, resolve outstanding billing or account issues, and ensure timely completion of all termination-related activities.

Basic Qualifications

• Bachelor’s degree in Business, Project Management, a related technical field, or an equivalent combination of education and professional experience.
• Three or more years of experience in a customer-facing, operational, project management, or client services role, preferably within the technology, managed services, telecommunications, or data center industries.

Preferred Qualifications

• Experience working with enterprise platforms such as Salesforce, Tableau, Icertis, Workday, YayPay, and ServiceNow.
• Knowledge of data center operations, infrastructure, and customer lifecycle management.
• Experience supporting cross-functional teams in a fast-paced, technology-driven environment.

Knowledge, Skills, And Abilities

• Demonstrated ability to provide guidance, mentorship, and support to team members while fostering collaboration and accountability.
• Exceptional customer service, communication, and relationship-building skills, with the ability to effectively interact and negotiate with stakeholders at all levels of the organization.
• Strong organizational, analytical, and problem-solving skills with a focus on delivering customer-centric solutions.
• Proven ability to manage multiple priorities, coordinate across teams, and drive tasks to completion in a dynamic environment.
• Advanced proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Visio, and Project.
• Ability to work collaboratively with Sales, Engineering, Product, Operations, Finance, and other cross-functional teams.

TOTAL REWARDS

Benefits

At QTS, we recognize that our people are our greatest asset. This role is eligible for a comprehensive Total Rewards package designed to support your health, financial well-being, professional growth, and work-life balance. Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement savings plan
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Generous paid time off and company holidays
• Paid volunteer time off
• Employee Assistance Program (EAP)
• Tuition assistance and professional development opportunities
• Paid parental leave
• Military leave assistance
• QTS Scholarship Program for eligible dependents
• Wellness programs and additional company-sponsored benefits

This position is eligible for participation in the QTS annual bonus program.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The Pay Transparency Policy Is Available Here

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.

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