Director, Customer Experience, NA

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 Portal. We track and report on customer service levels (SLAs), generate regular reports, analytical insights, and forecasting for Operations and the Executive Leadership team. Our team focuses on developing and enhancing processes, seeking out areas for improvement, and implementing plans to elevate the customer experience. 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 is based in Denver, CO or Ashburn, VA in alignment with our flexible work policy. (3 days on site required, 2 days flexible).

The North American Director Customer Experience will be responsible for the overall customer experience and delivery of services across our North American campuses.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 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.

• Additional duties as assigned by Management

Job Requirements

• Bachelor's degree in an engineering discipline strongly preferred; equivalent experience considered with 7+ years of experience in data center operations and portfolio management. High school diploma or GED required.

• Minimum of 7+ years of people management experience, with a strong background in missioncritical environments and customer experience/service delivery across a data center portfolio.

• Demonstrated experience leading customer experience or customer success teams at a global scale.

• Experience supporting hyperscale customers preferred.

• Proven track record of delivering exceptional internal and external customer service.

• Strong verbal and written communication skills, with the ability to produce clear, professional reports.

• Proficiency with ServiceNow and Salesforce.

• Proficiency with Microsoft Copilot, Microsoft Office (Outlook, Word, Excel), and building automation systems.

• Willingness to travel up to 50%, with the potential for increased travel 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: $180,000 -200,000 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.

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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.

We'll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon-we're excited to find the right person and will keep the role open until we do!