Job Description
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. Business Operations Department As a part of the Vantage Operations team, the Business Operations department is responsible for ensuring standards for operation performance, maintaining customer leases, producing monthly customer electivity bills, generating regular reports, and supporting Operational Effectiveness. The Business Operations department also works closely with all Vantage departments to ensure customer success from the construction process through daily operations and delivery activities. Position Overview This role can be based in any of our US locations or Remote. Vantage Data Centers is seeking an ambitious, self-motivated, detail-oriented, and resourceful Customer Support Analyst to support the Customer Experience (CE) team. In this role, you will act as a key support point for both the CE team and Vantage’s customers, ensuring administrative and operational needs are met efficiently. You will also serve as a liaison across various departments, acting as a facilitator within the CE team to support customer requests and improve customer satisfaction. This role will focus on improving inter-departmental communication, developing and enhancing processes, seeking out areas of improvement, and developing plans to implement them. By streamlining processes and enhancing communication, you will directly contribute to increased customer satisfaction and operational efficiency, driving the company's success as we scale. The daily responsibilities of this role include managing customer requests and documentation, scheduling and coordinating meetings, and supporting day-to-day activities such as MBR/QBR preparation, construction communications, and customer audits. A successful candidate will work closely with Technical Account Managers (TAMs), proactively identifying areas for improvement and acting as a bridge between teams. You will coordinate with Sales, Real Estate, Operations, Construction, Solutions Architecture/Engineering, and various other teams to ensure excellent customer service. Your contributions will help us exceed customer expectations, foster long-term partnerships, and maintain our reputation for excellence in the data center industry. This role provides an excellent opportunity for someone looking to master the intricacies of data center customer experience, with opportunities to influence the organization and advance within the team. Essential Job Functions Administrative Support & Facilitation: Serve as the primary administrative support for the Customer Experience (CE) team, facilitating efficient operations and communication. Act as a lead facilitator within the CE team, improving inter-departmental communication and collaboration. Process Improvement & Development: Develop and enhance processes and procedures for customer support and administrative tasks. Proactively seek out areas for operational improvement and develop plans to implement them. Influence the organization by contributing to initiatives that enhance customer satisfaction and operational excellence. Operational Reporting & Coordination: Coordinate with Technical Account Managers (TAMs) to develop reports on operational performance, compliance with SLAs and deliverables, and financials through regular business reviews and reports. Manage the preparation and coordination of presentations for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) in collaboration with the Standards & Transformation (S&T) team. Customer Relationship Management: Develop an understanding of customers’ businesses and proactively establish and maintain strategic internal and external relationships. Schedule and coordinate meetings with customers to facilitate effective communication and operations. Customer Communication & Notifications: Oversee various customer notifications, ensuring timely and accurate communication with customers. Field customer requests via the Customer Portal, providing timely and accurate response to enhance customer satisfaction. Maintain customer distribution lists, ensuring accurate and up-to-date communication channels. Project and Ticket Management: Manage customer access requests throughout their lifecycle, ens