Strategic Account Manager, NA

About Vantage

Vantage 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.

Position Overview

This role will be based at our campus in Québec, QC, Canada.

Vantage is seeking an ambitious, detail-oriented, and resourceful Technical Account Manager (TAM) to establish and maintain strong customer relationships and promote customer satisfaction. As a TAM, you will serve as the primary interface for Vantage customers, ensuring their needs are met and coordinating across all Vantage departments to support customer requests. This role requires a proactive and customer-focused approach to deliver exceptional service and maintain customer loyalty.

Essential Job Functions

• •Establish and maintain relationships with a core set of customers to support day-to-day activities and requests.
• •Interface directly with customers regularly for reporting, requests, and project support.
• •Develop relationships with Vantage global support organizations to ensure seamless service delivery.
• •Collaborate with internal and external Vantage teams to complete activities on time and meet customer needs.
• •Ensure compliance with Vantage standards and customer leases.
• •Report on performance through KPIs to Vantage customers, sales, and executives.
• •Hold SLA compliance, monthly business reviews (MBRs), and quarterly business reviews (QBRs).
• •Develop and document processes and procedures for customer support.
• •Create and maintain documentation for each customer.
• •Perform all internal and external onboarding activities for new customers.
• •Configure the Customer Portal and tooling to meet customer needs.
• •Support all financial and billing processes related to customer accounts.
• •Gather customer requirements and participate in the solution design and quoting process.
• •Create custom reports for customers to meet specific needs and requirements.
• •Manage customer-facing projects and activities, ensuring timely and successful completion.
• •Support the Construction team with customer requests and reporting.
• •Handle additional duties as assigned by Management.

Job Requirements

• •Bachelor’s degree in Business Administration, Computer Science, Sales or a 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.
• •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.
• •Strong attention to detail and accuracy.
• •Travel required is expected to be up to 10% but may increase over time as the business evolves.

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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 is an Equal Opportunity Employer.

Vantage 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.