Strategic Account Manager, Customer Experience Lead

Vantage Data Centers LLC; Northern (KY); Hybrid; USD 135,000 - 145,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision

Life insurance

Disability insurance

Paid time off

401(k) with company match

Job summary

Vantage Data Centers LLC is seeking a Strategic Account Manager in Phoenix, AZ or Santa Clara, CA. This hybrid role requires 3 days on-site with 2 days flexible, supporting the Customer Experience team and driving customer satisfaction across multiple departments.

You will oversee complex client requests, lead meetings, and coordinate with Sales, Real Estate, Operations, and more to ensure an exceptional customer experience and scalable operations.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or 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 is strongly preferred.
• Experience with contract management and administration is preferred.
• Proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Strong leadership and interpersonal skills, including motivation, influence, and negotiation abilities.
• Travel required up to 5-15%.

Responsibilities

• Serve as the senior-most administrative support for the Customer Experience (CE) team, ensuring operational excellence and communication efficiency.
• Lead the design and implementation of scalable processes and procedures for customer support and administrative operations.
• Collaborate with Technical Account Managers (TAMs) to lead the development of reports on operational performance, SLA compliance, and financial metrics.
• Oversee the preparation and delivery of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Develop a strategic understanding of customers’ businesses and proactively cultivate and maintain relationships.
• Lead scheduling and facilitation of customer meetings to ensure alignment and operational success.
• Oversee customer notifications and portal requests to ensure timely, high-quality responses.
• Oversee the CE ticket queue and portal dashboard enhancements.

Skills

Leadership

Communication

Problem solving

Time management

MS Office

Education

Bachelor's degree

Tools

Microsoft Project

Visio

Excel

PowerPoint

Job description

Vantage Data Centers LLC is seeking a Strategic Account Manager in Phoenix, AZ or Santa Clara, CA. This hybrid role requires 3 days on-site with 2 days flexible, supporting the Customer Experience team and driving customer satisfaction across multiple departments.

You will oversee complex client requests, lead meetings, and coordinate with Sales, Real Estate, Operations, and more to ensure an exceptional customer experience and scalable operations.