QTS

Senior Customer Experience Manager

US-GA-Suwanee | US-VA-Sterling
Job ID
2017-2015
Category
Data Center Operations and Facilities

OVERVIEW

The IT world is evolving. New technologies. New trends. New opportunities. There’s true excitement surrounding the future. That’s where QTS comes in. We’re fearlessly leading the way by redefining what it means to be a data center. We innovate next-generation cloud and hybrid solutions. We deliver a fully-integrated I.T. platform from top to bottom – one enabled by technology and world-class infrastructure. Simply put, we’re defining the curve.

 

As one of the nation’s largest and fastest growing data center companies, we help manage and protect critical data during a time of unprecedented change. The power of QTS' innovation happens when smart, creative people with a unified vision collaborate to break new ground, solve new problems, and create new solutions to improve lives.

 

We are powered by our people.

 

At QTS, we know where IT is going. And we’d like to invite you to join us.

 

The Customer Experience Manager (CEM) is the primary point of contact for a portfolio of top customers.  You will manage all aspects of work being requested for their hosted environment, from systems and network change requests, to issue resolutions, troubleshooting, and identifying new growth opportunities.  You will work with the technical engineering staff, senior management and executives across our customer’s organization and act as the voice of the customer within QTS to quickly address issues and prioritize their business needs.  In this role, you will work with Sales, Data Center, Systems and Network Engineers, to deliver on customer requirements. You possess excellent customer facing skills, excellent communication and technical skills to navigate strategically to support your client’s needs.

 

RESPONSIBILITIES, other duties may be assigned

  • Manage a portfolio of customers throughout various stages of the customer lifecycle from New Business through Renewal.
  • Understand and translate customer business requirements and goals to applicable groups.
  • Proactively facilitate the management of customer expectations during their lifecycle and measurement of key milestones to assure their success.
  • Consult customers on best practices in cloud technology and hosting environments by keeping the customer informed of key QTS information that is critical to their success (i.e. product roadmaps, customer events, or organizational changes).
  • Ensure that customer satisfaction has been met by clearly documenting what success means to them and translating that success during different phases of the customer lifecycle.
  • Independently manage multiple priorities, customer meetings, follow-up, and internal/external support while maintaining a high-level of service in a customer friendly manner.
  • Assist in resolving customer issues by facilitating the coordination of efforts among QTS’s support organizations including but not limited to Customer Care, Data Center Logistics & Operations, Network Operations, Product Development, Product Marketing, Sales, and Executive Leadership.

BASIC QUALIFICATIONS

  • Bachelor’s degree or equivalent professional experience
  • Five or more years of IT/Technical Industry
  • Applicable experience in a customer service, technical support, training, project management, sales, and/or an implementation environment.
  • Estimated 5% travel based on customer needs.

PREFERRED QUALIFICATIONS

  • Experience in a technology service delivery, web hosting or data center environment.

KNOWLEDGE, SKILLS AND ABILITIES

  • Demonstrated analysis, problem-solving and troubleshooting expertise.
  • Basic knowledge, experience, and/or understanding of technical infrastructures.
  • Comfortable interacting with all levels of management and roles within the customer’s organization.
  • Perform some on-call duties based on customer needs.
  • Ability to read and translate technical documentation such as systems/network architecture diagrams, business continuity/disaster recovery documents.
  • Attend customer meetings both internal and external, as requested, to provide subject matter expertise

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