Customer Experience Specialist, NA
3 weeks ago
About Vantage Data Centers
Vantage Data Centers is a leading provider of data center solutions, committed to delivering exceptional customer experiences. We empower our customers to succeed by providing innovative, reliable, and secure data center infrastructure.
Customer Experience Department
The Customer Experience (CE) department at Vantage Data Centers is dedicated to managing and enhancing all aspects of customer relationships from the inception of the lease throughout the entire customer lifecycle. We ensure that data modules are delivered, monitored, and maintained according to contractual agreements, proactively supporting customer requests and audits to demonstrate compliance and performance.
Job Summary
We are seeking an ambitious, self-motivated, detail-oriented, and resourceful Customer Experience Specialist to support the Customer Experience (CE) team. In this role, you will act as a key support point for both the CE team and Vantage's customers, ensuring administrative and operational needs are met efficiently. You will also serve as a liaison across various departments, acting as a facilitator within the CE team to support customer requests and improve customer satisfaction.
Key Responsibilities
- Manage customer requests and documentation, scheduling and coordinating meetings, and supporting day-to-day activities such as MBR/QBR preparation, construction communications, and customer audits.
- Act as a lead facilitator within the CE team, improving inter-departmental communication and collaboration.
- Develop and enhance processes and procedures for customer support and administrative tasks.
- Proactively seek out areas for operational improvement and develop plans to implement them.
- Coordinate with Technical Account Managers (TAMs) to develop reports on operational performance, compliance with SLAs and deliverables, and financials through regular business reviews and reports.
- Manage the preparation and coordination of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in collaboration with the Standards & Transformation (S&T) team.
- Develop an understanding of customers' businesses and proactively establish and maintain strategic internal and external relationships.
- Schedule and coordinate meetings with customers to facilitate effective communication and operations.
- Oversee various customer notifications, ensuring timely and accurate communication with customers.
- Field customer requests via the Customer Portal, providing timely and accurate response to enhance customer satisfaction.
- Maintain customer distribution lists, ensuring accurate and up-to-date communication channels.
- Manage customer access requests throughout their lifecycle, ensuring a seamless customer experience.
- Monitor and manage the Customer Experience ticket queue, addressing issues promptly to maintain service quality.
- Submit tickets on behalf of TAMs for various requirements, including new portal dashboard creation.
- Act as a liaison between departments to improve communication and collaboration, influencing organizational practices.
- Collaborate with the Real Estate team and other departments to keep the CE team informed of project timelines and deployments.
- Partner with billing and accounting teams on customer billing processes related to CE activities.
- Develop, refine, and coordinate documentation of activities within the CE team to maintain high standards of customer service and internal communication.
- Coordinate the preparation and review processes for Service Action Reviews (STAR).
Requirements
- Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum of 2 years of experience in one or more of the following areas: 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, including Excel, Word, PowerPoint, Project, and Visio.
- Strong problem-solving skills with the ability to troubleshoot and resolve customer requests effectively.
- Excellent verbal and written communication skills.
- Ability to manage time effectively and handle multiple tasks and clients simultaneously.
- Strong interpersonal skills, including motivation and negotiation abilities.
- Exceptional organizational skills and keen attention to detail.
Additional Information
Vantage Data Centers is an Equal Opportunity Employer. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations. We operate with No Ego and No Arrogance, working to build each other up and support one another, appreciating each other's strengths and respecting each other's weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do.
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