Strategic Account Manager

Jobtailor; Arizona; On-site; USD 65,000 - 100,000; Full time

Job summary

Jobtailor in United States (Arizona) seeks a Senior Administrative Support for the Customer Experience team to design scalable processes and drive cross-functional collaboration. You will manage interdepartmental communications and support SLA reporting.

The role requires 5–7 years in Data Center Operations, Project Management, or Customer Support, with strong MS Office skills, excellent communication, and willingness to travel 5–15%.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5–7 years of experience in Data Center Operations, Project Management, Customer Support, or Sales.
• Experience in the Data Center Industry or Critical Operations strongly preferred.
• Experience with contract management and administration preferred.
• Proficiency in Microsoft Office Suite (Excel/Word/PowerPoint).
• Strong verbal and written communication; ability to manage multiple initiatives and client relationships.

Responsibilities

• Provide senior administrative support for the Customer Experience team.
• Facilitate interdepartmental communication and collaboration.
• Design and implement scalable customer support and administrative processes.
• Identify operational improvement opportunities and lead cross-functional initiatives.
• Develop reports on operational performance, SLA compliance, and financial metrics.
• Prepare Monthly Business Reviews and Quarterly Business Reviews with the Standards & Transformation team.
• Develop customer business understanding and maintain internal and external relationships.
• Schedule and facilitate customer meetings.
• Oversee customer notifications and manage Customer Portal requests.
• Maintain and audit customer distribution lists.
• Oversee customer access requests and manage the CX ticket queue.
• Submit and track tickets for Technical Account Managers.
• Liaise across departments, including Real Estate, Sales, Operations, Construction, Solutions Architecture/Engineering, billing, and accounting.
• Align Customer Experience activities with project timelines and deployments.
• Lead documentation practices and oversee Service Action Reviews.
• Perform additional duties assigned by Management.

Skills

Customer support processes

Project management

Leadership

Interpersonal skills

Communication

Education

Bachelor's degree in Business Administration / CS / IT or related field

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft Project

Microsoft Visio

Job description

• Provide senior administrative support for the Customer Experience team
• Facilitate interdepartmental communication and collaboration
• Design and implement scalable customer support and administrative processes
• Identify operational improvement opportunities and lead cross-functional initiatives
• Develop reports on operational performance, SLA compliance, and financial metrics
• Prepare and deliver Monthly Business Reviews and Quarterly Business Reviews with the Standards & Transformation team
• Develop customer business understanding and maintain internal and external relationships
• Schedule and facilitate customer meetings
• Oversee customer notifications and manage Customer Portal requests
• Maintain and audit customer distribution lists
• Oversee customer access requests and manage the Customer Experience ticket queue
• Submit and track tickets for Technical Account Managers
• Liaise across departments, including Real Estate, Sales, Operations, Construction, Solutions Architecture/Engineering, billing, and accounting
• Align Customer Experience activities with project timelines and deployments
• Lead documentation practices and oversee Service Action Reviews
• Perform additional duties assigned by Management

Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field, or equivalent experience
• 5–7 years of experience in Data Center Operations, Project Management, Customer Support, or Sales
• Experience in the Data Center Industry or Critical Operations strongly preferred
• Experience with contract management and administration preferred
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Project, and Visio
• Advanced problem-solving skills for complex customer requests
• Excellent verbal and written communication skills
• Ability to manage time effectively and lead multiple initiatives and client relationships simultaneously
• Strong leadership and interpersonal skills, including motivation, influence, and negotiation abilities
• Exceptional organizational skills and attention to detail
• Willingness to travel 5–15%, potentially increasing over time
• Ability to meet the stated physical demands, including occasionally lifting or moving up to 25 pounds

Core Competencies

Demonstrates expertise in customer support processes, project management, and operational performance analysis, with a strong focus on interdepartmental collaboration and relationship management. Proficient in Microsoft Office Suite and skilled in leading cross-functional initiatives to enhance customer experience.

Highest-signal resume keywords

• Customer Support Process Design
• Project Management
• Data Center Operations Experience
• Microsoft Office Suite Proficiency
• Advanced Problem-Solving Skills

Hard Skills

• Project Management
• Data Center Operations
• Contract Management
• Operational Performance Reporting
• SLA Compliance Monitoring

Soft Skills

• Excellent Verbal Communication
• Excellent Written Communication
• Strong Leadership Skills
• Interpersonal Skills
• Organizational Skills

Industry Keywords

• Customer Experience
• Critical Operations
• Interdepartmental Communication
• Customer Portal Management
• Service Action Reviews

Tools & Technologies

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Project
• Microsoft Visio