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Customer Experience Project Coordinator, Emea

vor 2 Wochen

Frankfurt am Main, Deutschland Vantage Data Centers Vollzeit

About Vantage Data Centers

Vantage is committed to being a workplace of inclusion, equity, 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.

CUSTOMER EXPERIENCE & LEASE COMPLIANCE DEPARTMENT

As part of the Vantage EMEA 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 regular reports, analytical insights and forecasting for Operations and the Executive Leadership team. The Customer Experience and Lease Compliance department works closely with all Vantage departments to ensure customer success throughout construction and delivery.

POSITION DESCRIPTION

Vantage is looking for a resourceful, detail-oriented, self-motivated Customer Experience Technical Specialist to work closely with our hyperscale customer to ensure they receive the best in class service, reporting to the Technical Account Manager. This role will be responsible for ensuring a successful delivery of new lease and technical solutions projects across several countries in the EMEA region. This key Customer Experience team member will work closely with high-profile customer Account contacts and all Vantage departments to ensure a smooth experience for the customer as we go through the delivery phase of construction, fit out and general projects. A strategic problem solver and specialist in tactical execution, the CE Technical Specialist must have strong communication and presentation skills to serve across the spectrum of Vantage teams delivering various client projects. Experience with wholesale data centers, colocation, interconnection, managed solutions and professional services is preferred as well as experience within critical environments would be desired.

ESSENTIAL JOB FUNCTIONS
- Single point of contact for the customers during the construction/delivery phase to ensure all questions are actioned promptly
- Work closely with Sales & Solutions Engineering to ensure a smooth transition to the Delivery phase of each customer project
- Work closely with Construction on each project phase to ensure we are meeting/exceeding the customers expectations. Up to date programs, Risk Registers, Project Updates, Customer feedback
- Organise and record dedicated account team meetings where all projects for individual customers are, discussed to ensure all Vantage departments are working as a team and are up to date with the status of each delivery project. Chasing and tracking open action items
- Prepare/gather customer handover documentation
- Receiving customer requests/changes and manage the response to these
- Capture lessons learnt from each project and ensure these are included in any subsequent project
- Ensure all projects are handed over and comply to the site readiness checklists for Customer, Ops & Lease
- Actively participate in the internal RFP process with Vantage teams
- Help Technical Account Mangers prepare customer account dashboards both internal & external
- Support local Ops Team in client Technical Audits coordination

JOB REQUIREMENTS
- Exceptional Attention to detail & organisational skills
- Experience and proficiency in Microsoft Office i.e. Excel, Word, Outlook, Power Point, etc.
- Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required
- Track record of Work being free of defect and meeting requirements
- 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
- Some limited travel may be required

Skills, Knowledge and Experience
- Experience in critical infrastructure or Data centers will be a plus.
- Excellent power point presentation skills and a feeling for aesthetics.
- Excellent communication and interpersonal skills to effectively work with and present information to the team (especially in remote team set-up).
- Orientation to detail with the ability to see the big picture.
- Excellent multitasking skills.
- Organisation, clear communication, confli