Strategic Account Manager

• Provide senior administrative support for the Customer Experience team
• Facilitate interdepartmental communication and collaboration
• Design and implement scalable customer support and administrative processes
• Identify operational improvement opportunities and lead cross-functional initiatives
• Develop reports on operational performance, SLA compliance, and financial metrics
• Prepare and deliver Monthly Business Reviews and Quarterly Business Reviews with the Standards & Transformation team
• Develop customer business understanding and maintain internal and external relationships
• Schedule and facilitate customer meetings
• Oversee customer notifications and manage Customer Portal requests
• Maintain and audit customer distribution lists
• Oversee customer access requests and manage the Customer Experience ticket queue
• Submit and track tickets for Technical Account Managers
• Liaise across departments, including Real Estate, Sales, Operations, Construction, Solutions Architecture/Engineering, billing, and accounting
• Align Customer Experience activities with project timelines and deployments
• Lead documentation practices and oversee Service Action Reviews
• Perform additional duties assigned by Management

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related field, or equivalent experience
• 5–7 years of experience in Data Center Operations, Project Management, Customer Support, or Sales
• Experience in the Data Center Industry or Critical Operations strongly preferred
• Experience with contract management and administration preferred
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Project, and Visio
• Advanced problem-solving skills for complex customer requests
• Excellent verbal and written communication skills
• Ability to manage time effectively and lead multiple initiatives and client relationships simultaneously
• Strong leadership and interpersonal skills, including motivation, influence, and negotiation abilities
• Exceptional organizational skills and attention to detail
• Willingness to travel 5–15%, potentially increasing over time
• Ability to meet the stated physical demands, including occasionally lifting or moving up to 25 pounds

Demonstrates expertise in customer support processes, project management, and operational performance analysis, with a strong focus on interdepartmental collaboration and relationship management. Proficient in Microsoft Office Suite and skilled in leading cross-functional initiatives to enhance customer experience.

• Customer Support Process Design
• Project Management
• Data Center Operations Experience
• Microsoft Office Suite Proficiency
• Advanced Problem-Solving Skills

• Project Management
• Data Center Operations
• Contract Management
• Operational Performance Reporting
• SLA Compliance Monitoring

• Excellent Verbal Communication
• Excellent Written Communication
• Strong Leadership Skills
• Interpersonal Skills
• Organizational Skills

• Customer Experience
• Critical Operations
• Interdepartmental Communication
• Customer Portal Management
• Service Action Reviews

• Microsoft Excel
• Microsoft Word
• Microsoft Power Point
• Microsoft Project
• Microsoft Visio