Director, Customer Experience, NA

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience.

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.

SITE OPERATIONS DEPARTMENT

The Site Operations Department is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules at each campus. The teams are staffed 24 x 7 on site with Critical Facilities Engineers (CFEs) on each shift. These teams are the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the general health of our customer installations. Using a Critical Maintenance Management System (CMMS) to plan and track needed work, each campus Site Operations department manages all preventative and corrective maintenance on-site for our campuses located throughout North America. Our culture expects and rewards operations teams that engage directly with the customers and the facility infrastructure. These teams do most of the work themselves versus calling out constantly to vendors. As a result, we provide superior service that is faster and more cost effective. We prove that service through transparent reporting on all key performance metrics gives the customers the ability to focus on their operations without having to manage the performance of the facilities.

POSITION OVERVIEW

With expansion to ten campuses in the US and Canada, and additional planned expansion, it remains critical to maintain a consistent customer experience across all campus environments as well as take advantage of scale as Vantage continues to grow. The North American Director Customer Experience will be responsible for the overall customer experience and delivery of services across our North American campuses.

The successful candidate will manage a team of Technical Account Managers supporting a portfolio of customers throughout North America, to build a stellar operations & customer service experience reputation with our customers and the industry.

At Vantage we believe steel sharpens steel. The North American Director Customer Experience will drive continued improvement by measuring metrics and KPIs consistently across all customers, looking for best in class processes/performance which can then be shared across campuses, improving the entire team and driving results that insure 100% uptime and delight our customers. This position will drive the development of additional and/or improved standards from customer account management to budgeting to help with our overall scaling efforts.

As we continue to expand, North American Director Customer Experience will peer with our Director of Business Operations and Site Reliability to assist improving our customer experience, site reliability and business operations across the north Americas portfolio.

Essential Job Functions

• Responsible for building strategy and driving execution of customer service to achieve company goals while realizing best-in-class customer experience, financial performance, and employee engagement.

• Collaboration with the North American Operations departments and teams on all aspects of operations projects, delivery, and commissioning activities.

• Build and lead a team of technical account managers dedicated managing the end-to-end customer experience within Vantage facilities across the customer lifecycle beginning at contract execution, through construction and production.

• Encourage and foster a team-oriented environment through positive feedback.

• Ensure customers are satisfied and any issues with their services are resolved quickly and efficiently.

• Create annual operating expense budgets and capital expenditures.

• Utilize customer experience expertise to identify issues, predict and mitigate risk, develop and execute customer experience strategies and programs for frontline customer service.

• Demonstrate the ability to understand the engineering design and operational aspects of the base building systems and can support operational issues and emergency situations.

• Collaborate with Director of North America Business Operations on reporting and performance metrics (monthly and quarterly performance meetings) standards and operational initiatives.

• Deliver and drive strategies and programs which improve the position and profitability of the customer service, that includes all aspects of operational performance, employee engagement, change management, succession planning-talent management activities and stakeholder management.

• Implement key initiatives and process improvements to drive desired outcomes across the organization such as the implementation of Account Management CRM, automated compliance reporting, and customer portal design, machine learning, and AI.

• Foster inter-departmental relationships across the organization to understand the roles & responsibilities of each department, exchange information, align on goals and objectives, and partner on improvement needs.

Duties

• Utilizes information on customer business, needs, and strategy to support customer success. Demonstrates solid understanding of competition and industry trends. Meets with and holds conversations with customer stakeholders to develop deep understanding of the customer business, business outcomes, competition, and industry trends. Ensures customer and market insights are communicated to internal teams (e.g., product, support, operations) to influence improvements.

• Identifies and articulates business value of role and solutions for customer organization through demonstrations, storytelling, etc., to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or Vantage Data Centers' best practices to support business outcomes. Tailors relevant value proposition to audience (e.g., roles, levels, function). Coaches and develops others in business value selling and best practices.

• Conduct analysis into what customers are using versus their needs. Leverage experience and industry knowledge to provide guidance and recommendation to customer. In turn - driving, retaining and optimizing customer consumption

• Adapt to customer success stories and plans

• Working with your peers and the SVP, Operations determine appropriate team performance goals and manage those to completion.

• Evaluate and manage performance reviews for your team. Seek out input from others and provide feedback and coaching to manage individuals as well as the team.

• Working with Finance and Management, participate in the preparation of customer experience expenses and capital portions of the budget.

• Develop and maintain elite customer service for all Vantage customers.

Job Requirements

• College degree in engineering field is highly desired, but not required with 7+ years' experience in data center operations management and portfolio management. Minimum High School diploma or GED equivalent.

• 7+ years of direct managerial experience, strong interpersonal skills, mission critical industry experience related to customer experience & service of a data center portfolio

• Consistent track record of excellent internal and external customer service.

• Ability to communicate well in both oral and written reports.

• Proficiency in MS Office, Outlook, Word, Excel and building automation systems.

• Travel required is expected to be 50%, but may increase over time as the business evolves.

Additional Information:

• This role is based in Alpharetta, GA.

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.