Strategic Account Manager, NA

vantagedc; Phoenix (AZ); Hybrid; USD 90,000 - 140,000; Full time

Job summary

Vantage is seeking a Strategic Account Manager in Phoenix/Santa Clara to support the Customer Experience (CE) team. You will act as a senior liaison across departments, driving administrative efficiency, coordinating TAMs, Sales, Real Estate, Operations, and Engineering to deliver a seamless customer experience.

The role emphasizes process improvement, scalable operations, and strong cross-functional collaboration.

Job description

About Vantage

Vantage 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.

Position Overview

This role is based in Phoenix, AZ or Santa Clara, CA in alignment with our flexible work policy. (3 days on site required, 2 days flexible).

Vantage is seeking an ambitious, self-motivated, detail-oriented, and resourceful Strategic Account Manager to support the Customer Experience (CE) team. In this role, you will act as a strategic contributor for both the CE team and Vantage's customers, ensuring administrative and operational needs are met with a high degree of efficiency and foresight. You will also serve as a senior liaison across various departments, acting as a key facilitator within the CE team to support customer requests and drive customer satisfaction. This role will focus on optimizing inter-departmental communication, leading the development of scalable processes, identifying high-impact areas of improvement, and executing plans to implement them. By refining operations and enhancing collaboration, you will directly influence customer satisfaction and operational excellence, supporting the company's growth trajectory.

The daily responsibilities of this role include overseeing complex customer requests and documentation, leading strategic coordination of meetings, and managing high-visibility activities such as MBR/QBR preparation, construction communications, and customer audits. A successful candidate will work closely with Technical Account Managers (TAMs), identifying and executing on opportunities for improvement while serving as a senior bridge between teams. You will coordinate with Sales, Real Estate, Operations, Construction, Solutions Architecture/Engineering, and other departments to ensure a seamless customer experience. Your leadership will help us exceed customer expectations, strengthen long-term partnerships, and uphold our reputation for excellence in the data center industry. This role offers a unique opportunity for someone looking to lead within the customer experience function and shape the future of customer engagement at Vantage.

Essential Job Functions

Administrative Support & Facilitation

Serve as the senior-most administrative support for the Customer Experience (CE) team, ensuring operational excellence and communication efficiency.

Act as a strategic facilitator within the CE team, driving improvements in inter-departmental communication and collaboration.

Process Improvement & Development

Lead the design and implementation of scalable processes and procedures for customer support and administrative operations.

Identify high-impact areas for operational improvement and lead cross-functional initiatives to address them.

Influence the organization by championing initiatives that elevate customer satisfaction and operational performance.

Operational Reporting & Coordination

Collaborate with Technical Account Managers (TAMs) to lead the development of reports on operational performance, SLA compliance, and financial metrics through business reviews and reporting cycles.

Oversee the preparation and delivery of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in partnership with the Standards & Transformation (S&T) team.

Customer Relationship Management

Develop a strategic understanding of customers' businesses and proactively cultivate and maintain key internal and external relationships.

Lead the scheduling and facilitation of customer meetings to ensure alignment and operational success

Lead the scheduling and facilitation of customer meetings to ensure alignment and operational success.

Customer Communication & Notifications

Oversee the execution of customer notifications, ensuring timely, accurate, and strategic communication.

Manage customer requests via the Customer Portal, ensuring high-quality, timely responses that enhance satisfaction.

Maintain and audit customer distribution lists to ensure communication accuracy and effectiveness.

Project and Ticket Management

Oversee the lifecycle of customer access requests, ensuring a seamless and efficient experience.

Lead the management of the Customer Experience ticket queue, ensuring timely resolution and service quality.

Submit and track tickets on behalf of TAMs for various needs, including portal dashboard creation and enhancements.

Cross-Functional Collaboration

Act as a senior liaison between departments to drive communication and collaboration, influencing organizational practices and priorities.

Collaborate with the Real Estate team and other departments to ensure the CE team is aligned with project timelines and deployments.

Partner with billing and accounting teams to oversee customer billing processes re