Manager, Customer Experience Apac

**About Vantage Data Centers**

Vantage Data Centers is committed to being a workplace of inclusion, equality, 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. Vantage’s business is growing exponentially, through a combination of greenfield market expansion and acquisitions across all three regions (North America, EMEA and Asia Pacific).

**Site Operations Department**

Vantage Operations is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules across all our properties. We build and maintain strong customer relationships through transparency of performance related metrics which prove our performance and inform our maintenance approaches.

As a part of the Vantage Operations team, the Customer Experience department is responsible for managing all aspects of the customer relationships from the inception of the lease by ensuring that data modules are delivered, monitored and maintained per contracts; supporting customer requests and audits to prove compliance; providing customers with visibility to performance and maintenance of their data modules on our Portal; tracking and reporting on customer service levels (SLAs); producing monthly customer electricity bills based on consumption; and generating regulate reports, analytical insights and forecasting for Operations and the Executive Leadership team. The Customer Experience department works closely with all Vantage departments to ensure customer success throughout construction and delivery and ensures the sites are operated to world class standards.

**Position Description**

**Essential Job Functions**
- Understand the customers business and be able to be proactive in our approach to establish and maintain excellent customer relationships
- Establish key relationships with customers personnel, e.g., Operations, Construction, Security and EHS
- Develop key relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations
- 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

**Duties**
- Perform all internal and external onboarding activities for new customers
- Interface directly with customers on a regular basis for reporting and requests
- Create custom reports for customers
- Action customer requests from the portal
- Identifying areas of improvement and feeding back these items to the Vantage teams
- Hold SLA compliance MBR and QBRs
- Gather customer requirements and participate in the solution design and quoting process
- Collaborate with internal and external Vantage teams to complete activities on time
- Develop and maintain documentation for each customer
- Configure Customer Portal and tooling
- Support all financial and billing processes
- Manage customer facing projects and activities
- Maintain compliance to Vantage standards and customer lease obligations
- Support Construction team with customer requests and reporting
- Support the operations teams with any operational incident reports and reviews with customers

**Job Requirements**
- Degree level qualification 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 is required.
- 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 contracts 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
- Travel required is expected to be 20%, but may increase over time as the business evolves

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