Strategic Account Manager, NA

About Vantage Data Centers

Vantage Data Centers 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.

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.

The CE department provides customers with visibility into the performance and maintenance of their data modules through our various reportingmechanisms. We track and report on customer service levels (SLAs), generate regular reports, analytical insights, andforecastingfor Operations and the Executive Leadership team. Our team focuses on developing and enhancing processes, seeking out areas for improvement, and implementing plans to elevatethe customerexperience.Our team fosters a culture of collaboration, innovation, and continuous improvement, valuing each member's contributions and encouraging professional growth.

The Customer Experience department works closely with all Vantage departments—such as Sales, Real Estate, Operations, Construction, and Solutions Architecture/Engineering—to ensure customer success throughout construction, delivery, and ongoing operations.By improving inter-departmental communication and influencing organizational practices, we contribute to our commitment to providing world-class service as we scale.

Position overview

This role can be based in any of our QC locations: Saint-Bruno-de-Montarville, Pointe-Claire, Saint-Laurent, or Québec, QC, in alignment with our flexible work policy (3 days on-site required, 2 days flexible).

Vantageis looking for anambitious,self-sufficient,detail-oriented,resourcefulStrategicAccount Manager(SAM)to establish andmaintaincustomer relationshipsandpromote customer satisfaction.You willbethe interface forVantageCustomersto ensure that their needs aremetand will coordinatethroughoutallinternaldepartments to support customer requests.

The daily responsibilities include establishing and maintaininga relationship with a core set of customers to supportday-to-dayactivities and requestsincludingprojectsupport,constructionreviews,data modulefit-outcoordination,customeronboarding,customer audits,operations support,performance reporting, customer tooling, and more. A successful candidate willcoordinatewith theSales, Construction, and Operationsorganizationstodevelop custom solutions to ensure customer loyalty.

Essential job functions

• Understand the customersbusiness and be proactive in our approach to establish and maintain excellent customer relationships

• Establish keyexternalrelationshipswith customerspersonnel, e.g. Operations, Construction, Security & Health & Safety.

• Develop keyinternalrelationships withinVantageto ensure a smooth transition of services for each customer from initial contract through to live operations.

• Ensure compliancewithVantagestandards and customer leases.

• Supportcustomer projects, requests, and improvement activitiestracking, pricing, approval, and implementation.

• Reportonoperational performance, compliancetoSLAs and deliverables, and financialsthroughmonthly, quarterly and bi-annualBusiness reviews, KPIs, and STAR reports.

• Develop and document processes and proceduresfor customer support.

Duties

• Perform/coordinateall internal and external onboarding activities for new customers.

• Interfacein personwith customers on a regular basis.

• Generateand provide regularreporting andrespond to Customerrequests.

• Respondtocustomer requests from thecustomerportal.

• Identifyareas of improvement andprovide feedback onthese items to therelevantVantageteams.

• Host and coordinateSLA compliance MBR and QBRswith the Customer.

• Gathercustomer requirements and participate in the solution design and quoting process.

• Collaboratewith internal and externalVantageteams to complete activities on time.

• Developand maintain documentation for each customer.

• Coordinatewith relevant teams to ensure proper configurationofCustomer Portal and tooling.

• Providesupporttoall financial and billingteams.

• Managecustomerfacing projects and activities.

• EnsurecompliancetoVantagestandards and customer lease obligationsis upheld.

• SupportConstruction team with customer requests, coordinating communication, escalations,and reporting.

• Supportthe operations teams with any operationalincidentreports and reviews with customers.

Job requirements

• Bachelor ofSciencedegree inBusiness Administration, Computer Science, Sales,relatedfield,or equivalentexperiencerequired

• 5+years of experience inone or a combination of the following: Data Center Operations, Project Management, Customer Support, or Salesis required

• Data Center,high-tech,or rapid growth industryexperience is strongly preferred

• Prior experience supporting an ITIL based Service Management program

• Ability to read and interpret electrical one-line diagrams, a plus

• Experience with contracts management and RFPs

• Proficient with Microsoft suiteincludingExcel, Word, Power Point, Project,andVisio

• Problem solving skillsto troubleshoot and resolve customer requests

• Excellent verbal and written communicationskills

• Time management and multitasking skills to handle multiple tasks and clients at once

• Motivational and negotiation skills

• Strong organizational skills and attention to detail

• Travel required is expected to between25%, butmay changeover time as the business evolves

• Excellent bilingualism (French/English)

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

#LI-AH1 #LI-Hybrid

We operate with No Ego and No Arrogance. We work 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. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.