Client Services Executive (Senior AM)

Title: Account Manager - Senior (Global Service Delivery Team)

The Account Manager PM3, as part of the Account Management team and larger CRO Organization, will lead the assigned accounts ensuring customer success by being a true advocate for the customer inside ECX. This position will lead the account management activities for 30+ clients post customer sale across North, South, Central America, EMEA and Asia Pac.  This position reports to the Account Management team Manager and can be based remotely in the U.S.  It does require travel up to 10% throughout the Americas.

In this position, the individual will lead the interactions with the assigned customer base driving the interpretation, development and implementation of critical cross functional and cross organization needs based on customer requirements.  This position’s primary responsibilities involve the onboarding and relationship management of new and/or existing EdgeConnex opportunities within our portfolio.   The Account Manager serves as the primary business contact for the client and is responsible for

coordinating the technical implementation of each assigned customer’s needs. The Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure timely and quality delivery.

Primary Responsibilities

• Manage 30+ medium to large fortune 1000 customers simultaneously with a focus on larger accounts along with hyperscale customers. Ideal experience working with customers in Artificial Intelligence and/or Global Cloud hosting environments.
• Customer satisfaction liaison:
  • Support across the entire customer experience lifecycle.
  • Advocate for the customer experience spanning contract management, portal support, physical access management, deployments, operational issues, reporting, and billing.
  • Advocate for continuous process improvement based on customer experience feedback and internal process changes.
  • Helps lead cross-functional teams to ensure clients’ needs are addressed early, root cause identified, and preventive action are taken.
• Customer Onboarding and Implementation, including portal, system and process training for new and existing customers, and internal and external kickoff calls for each deployment
• Organize Contract Management: facilitate company compliance with each agreement and work with Sales on upcoming renewals
• Create and present Quarterly Performance Reviews: determine customer’s desired frequency of business reviews, create periodic documentation on SLA compliance, ticket reviews, outages or data center issues, and other issues important to the customer.
• Serve as team SME for assigned projects and assist newer team members with training.
• Pre-sales support as needed, including RFP and Sugar account validation
• Project Management area is responsible for leading a customer need/request, typically cross-functional teams, to achieve project goals and requirements. Work with internal and external project teams and stakeholders to plan, execute, monitor, and control the project deliverables.
• Reports on progress to the wider team, providing regular input on all account activity, including status and call reports on a daily, weekly, or biweekly basis.
• Works collaboratively with Service Delivery, Sales, Sales Engineering/Solutions Architecture, Engineering, Operations and Business Operations teams to ensure customer deliverables are met on time, within scope, and adhering to ECX standards.
• Provide high-quality, recurring and ad-hoc, verbal and written reports as required.
• Takes on ad hoc, special projects or cross-functional tasks as requested.

Knowledge, Skills & Abilities

• “Customer first” mindset while achieving internal objectives
• Proven Account Management skills required in order to create, maintain, and enhance customer relationships for customers in the Artificial Intelligence and/or global cloud environments.
• Strong written and verbal communications skills and attention to detail
• Technical competence (understand of data center construction, customer requirements in the AI or Global Cloud Hosting space).
• Ability to prioritize and manage multiple projects/responsibilities, meet committed timelines, and leverage cross-functional teams to resolve issues.
• Manages stressful situations and deadline pressures well and plans and carries out responsibilities with minimal direction.
• Commitment to organizational excellence and seek opportunities to continuously improve the customer experience.
• Solid working knowledge of Microsoft office suite of products.
• Strong ability and willingness to present to various levels within EdgeConneX and supporting a customer base.

Experience/Education

• 5+ years of experience in account management supporting mid to large (ideally hyperscale) customers
• Direct experience supporting customers with technical requests and escalations
• Track record of maintaining and driving customer success
• Bachelor’s degree desired or additional relevant experience in lieu of degree