Technical Account Manager at Vantage Data Centers in Quincy, WA
Vantage is looking for an ambitious, detail-oriented, resourceful Technical Account Manager (TAM) to establish and maintain customer relationships and promote customer satisfaction. You will be the interface for Vantage Customers to ensure that their needs are being met and will coordinate throughout all Vantage 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 with the Sales, Construction, and Operations organizations to develop custom solutions to ensure customer loyalty. ESSENTIAL JOB FUNCTIONS Establish and maintain customer relationships Develop relationships with Vantage global support organizations Ensure compliance to Vantage standards and customer leases Report on performance through KPIs to Vantage customers, sales, and executives Develop and document processes and procedures for customer support Manage the delivery of multiple concurrent, time-sensitive, customer facing projects and activities DUTIES Perform onboarding and offboarding activities for customers, including conducting in-depth introductory or exit meetings with customers Manage customer relationships on an ongoing basis through regular customer touch points, business reviews, and by acting as the customer advocate Schedule and attend remote and in-person reoccurring meetings with existing customers to provide updates and insight in support of project requests Coordinate customer requests, projects and buildouts while assisting with project management activities to ensure customer satisfaction and compliance to Vantage standards When requested, support and represent Vantage through providing evidence, performing site tours, and to inquiries Gather supporting data and evidence against SLA targets and KPI's in support of and external requirements Coordinate with and external resources to meet project deliverables, timelines, and audit requests Review and analyze customer obligations to ensure compliance across the delivery organization including support of remediation activities and projects where appropriate Record and track activities in support service requests and incidents within designated tools including SharePoint and ticketing systems Participate in the design, configuration, and UAT of tools used to support customer communications and compliance reporting Support all financial and billing processes including being the point of contact for customers related to billing questions Contribute to the ongoing improvements to the delivery processes including developing process and procedure documentation, flow charts, and tool enhancements Cross train on all duties within the Customer Experience organization to answer customer inquiries and provide backup support to team members when needed JOB REQUIREMENTS Bachelor of Science degree in Business Administration, Computer Science, Sales, related field, or equivalent experience required 5
years of experience in one or a combination of the following:
Data Center Operations, Project Management, Customer Support, or Sales Ability to speak and read French is an added benefit Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required Prior experience supporting an ITIL based Service Management program Ability to read and interpret electrical one-line diagrams, a plus Experience with management and RFPs Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio Problem solving skills to troubleshoot and resolve customer requests Excellent verbal and written communication skills Time management and multitasking skills to handle multiple tasks and clients at once Motivational and negotiation skills Strong organizational skills and attention to detail
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years of experience in one or a combination of the following:
Data Center Operations, Project Management, Customer Support, or Sales Ability to speak and read French is an added benefit Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required Prior experience supporting an ITIL based Service Management program Ability to read and interpret electrical one-line diagrams, a plus Experience with management and RFPs Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio Problem solving skills to troubleshoot and resolve customer requests Excellent verbal and written communication skills Time management and multitasking skills to handle multiple tasks and clients at once Motivational and negotiation skills Strong organizational skills and attention to detail
Salary Range:
$80K -- $100K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
