CSE Account Manager

EdgeConneX; Denver (CO); Remote; USD 100,000 - 110,000; Full time

Job summary

EdgeConneX is seeking an Account Manager for the Global Service Delivery Team. This remote role will oversee post‑sale account management across North, South, Central America, EMEA and Asia Pac, reporting to the Account Management team Manager.

You will lead onboarding, contract management, quarterly reviews, and cross‑functional collaboration with Sales, Engineering and Operations to ensure customer success while meeting ECX standards.

Qualifications

• 3+ years of relevant account management experience.
• Bachelor's degree with related experience preferred.

Responsibilities

• Manage 30+ small to medium customers
• Serve as customer satisfaction liaison across lifecycle including contracts, portal support, access, deployments, issues, reporting, and billing
• Lead onboarding and implementation for new/existing customers and kickoff calls
• Organize contract management and support renewals with Sales
• Prepare and present quarterly performance reviews and SLA/compliance reports
• Provide pre-sales support as needed (RFPs, Sugar checks)
• Lead cross-functional project management to meet goals
• Coordinate with Service Delivery, Sales, Engineering, Ops to meet deliverables
• Produce high-quality, recurring and ad-hoc reports
• Communicate installation activities to customers and internal teams
• Tackle ad hoc, cross-functional projects as requested

Skills

Customer-first mindset

Strong written & verbal communication

Multitasking & prioritization

Attention to detail

MS Office proficiency

Presentation to stakeholders

Education

Bachelor's degree desired

Tools

Microsoft Office

Job description

Led by an experienced management team and supported by a strong investor group, including large and experienced institutions and strategic partners, EdgeConneX offers a dynamic, fast-paced work environment where we are bringing flexibility, proximity, power, and connectivity to some of the world's key businesses. With major offices in Herndon, Denver, Amsterdam, Singapore and Malaysia, we have a global footprint and a unified team of employees committed to providing a premier customer experience and delivering the full spectrum of data center solutions, from core to edge, like no other data center provider can do.

Focused on driving innovation and helping our customers define and deliver their own unique vision for the Edge, at any scale, in any market worldwide, for any requirement, we are building tomorrow’s data center infrastructure, today for some of the world's most demanding Network, Content, and Cloud customers.

Title: Account Manager (Global Service Delivery Team)

This Account Manager PM2, as part of the Account Management team and CRO Organization, will lead the assigned accounts ensuring customer success by being a true advocate for the customer inside ECX. This position is remote and will lead the account management activities post customer sale across North, South, Central America, EMEA and Asia Pac. This position reports to the Account Management team Manager.

Primary Responsibilities

• Manage 30+ small to medium customers simultaneously
• Customer satisfaction liaison:
  • Support across the entire customer experience lifecycle.
  • Advocate for the customer experience spanning contract management, portal support, physical access management, deployments, operational issues, reporting, and billing.
  • Advocate for continuous process improvement based on customer experience feedback and internal process changes.
  • Helps lead cross-functional teams to ensure clients' needs are addressed early, root cause identified, and preventive action are taken.
• Customer Onboarding and Implementation, including portal, system and process training for new and existing customers, and internal and external kickoff calls for each deployment
• Organize Contract Management: facilitate company compliance with each agreement and work with Sales on upcoming renewals
• Create and present Quarterly Performance Reviews: determine customer's desired frequency of business reviews, create periodic documentation on SLA compliance, ticket reviews, outages or data center issues, and other issues important to the customer
• Pre-sales support as needed, including RFP and Sugar account validation
• Project Management lead for customer specific assigned activities. This will consist of Project assisting in or leading a customer need/request, typically cross-functional teams, to achieve project goals and requirements. This individual will work with internal and external project teams and stakeholders to plan, execute, monitor, and control the project deliverables.
• Works collaboratively with Service Delivery, Sales, Sales Engineering/Solutions Architecture, Engineering, Operations and Business Operations teams to ensure customer deliverables are met on time, within scope, and adhering to ECX standards.
• Provide high-quality, recurring and ad-hoc, verbal and written reports as required.
• Continuously work with internal teams to ensure customer installation activities are properly communicated and understood for external customer dissemination.
• Takes on ad hoc, special projects or cross‑functional tasks as requested.
  

Knowledge, Skills & Abilities

• "Customer first" mindset while achieving internal objectives
• Strong written and verbal communications skills and attention to detail
• Ability to prioritize and manage multiple projects/responsibilities, meet committed timelines, and leverage cross‑functional teams to resolve issues.
• Commitment to organizational excellence and seek opportunities to continuously improve the customer experience.
• Solid working knowledge of Microsoft office suite of products.
• Strong ability and willingness to present to various levels within EdgeConneX and supporting customer base.

Experience/Education

• 3+ years of experience of relevant experience
• Bachelor's degree desired or additional relevant experience in lieu of degree

The Pay Range For This Role Is

100,000 - 110,000 USD per year(Denver, CO)