Strategic Account Manager
Vantage is looking for an ambitious, self-sufficient, detail-oriented, resourceful Strategic Account Manager (SAM) to establish and maintain customer relationships and promote customer satisfaction. You will be the interface for Vantage Customers to ensure that their needs are met and will coordinate throughout all internal departments to support customer requests.
The daily responsibilities include establishing and maintaining a relationship with a core set of customers to support day-to-day activities and requests including project support, construction reviews, data module fit-out coordination, customer onboarding, customer audits, operations support, performance reporting, customer tooling, and more. A successful candidate will coordinate with the Sales, Construction, and Operations organizations to develop custom solutions to ensure customer loyalty.
This role can be based at our New Albany, Ohio or Sterling, VA site.
Essential Job Functions :
- Understand the customers business and be proactive in our approach to establish and maintain excellent customer relationships
- Establish key external relationships with customers personnel, e.g. Operations, Construction, Security & Health & Safety.
- Develop key internal relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations.
- Ensure compliance with Vantage standards and customer leases.
- Support customer projects, requests, and improvement activities tracking, pricing, approval, and implementation.
- Report on operational performance, compliance to SLAs and deliverables, and financials through monthly, quarterly and bi-annual Business reviews, KPIs, and STAR reports.
- Develop and document processes and procedures for customer support.
Duties :
Perform / coordinate all internal and external onboarding activities for new customers.Interface in person with customers on a regular basis.Generate and provide regular reporting and respond to Customer requests.Respond to customer requests from the customer portal.Identify areas of improvement and provide feedback on these items to the relevant Vantage teams.Host and coordinate SLA compliance MBR and QBRs with the Customer.Gather customer requirements and participate in the solution design and quoting process.Collaborate with internal and external Vantage teams to complete activities on time.Develop and maintain documentation for each customer.Coordinate with relevant teams to ensure proper configuration of Customer Portal and tooling.Provide support to all financial and billing teams.Manage customer facing projects and activities.Ensure compliance to Vantage standards and customer lease obligations is upheld.Support Construction team with customer requests, coordinating communication, escalations, and reporting.Support the operations teams with any operational incident reports and reviews with customers.Additional Duties :
Handle additional duties as assigned by Management.Job Requirements :
Bachelor of Science degree in Business Administration, Computer Science, Sales, related field, or equivalent experience required5+ years of experience in one or a combination of the following : Data Center Operations, Project Management, Customer Support, or Sales is requiredData Center, high-tech, or rapid growth industry experience is strongly preferredPrior experience supporting an ITIL based Service Management programAbility to read and interpret electrical one-line diagrams, a plusExperience with contracts management and RFPsProficient with Microsoft suite including Excel, Word, Power Point, Project, and VisioProblem solving skills to troubleshoot and resolve customer requestsExcellent verbal and written communication skillsTime management and multitasking skills to handle multiple tasks and clients at onceMotivational and negotiation skillsStrong organizational skills and attention to detailTravel required is expected to be up to 25% but may increase over time as the business evolves.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.
Additional Details :
Salary Range : $120,000-$140,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.