Career Opportunity As the Sr. Manager, Technical Account Management, you will play a pivotal role within EdgeCore's Operations team. Your mission is to be the unwavering advocate for our customers from the moment they move into their data center space throughout the entirety of their lease. You will cultivate and maintain strong, positive relationships with some of the world's largest and most sophisticated data center users, ensuring their expectations are not just met but exceeded. Acting as the primary point of contact, you will ensure EdgeCore consistently fulfills its contractual obligations.
The ideal candidate deeply understands customer needs and preferences, using this insight to foster strong relationships and deliver exceptional service. A successful Technical Account Manager will have the technical acumen to explain building design and operational plans, the communication skills to present to executives, and the influence to drive improvements across teams and vendors. You are passionate about delivering outstanding customer service and are always seeking ways to enhance satisfaction through data-driven insights.
Act as the main point of contact for customer inquiries, feedback, issues and concerns, and all incident management. Manage customer-facing projects, activities, audits, etc. Analyze customer feedback and data to identify opportunities for improvement and recommend or implement long-term or permanent strategies to enhance customer satisfaction.Perform internal / external onboarding activities for customers and their employees or vendors.Collaborate with operations teams to ensure the quality, accuracy, and comprehensiveness of incident escalation and management. Ensuring timely and accurate resolution while constantly evaluating opportunities for improvement.Collaborate with the sales teams, operations team, billing teams, and others as necessary to prepare relevant documentation and lead regular monthly reporting, monthly business reviews, quarterly business reviews, and site visits to ensure customer expectations are exceeded and timely execution of follow up.Maintain a strong familiarity with customer contracts and effectively influence or implement scalable processes to ensure the entire EdgeCore organization complies with the terms of the contracts.Be the customer advocate within EdgeCore. Develop and maintain strong relationships with customer, understanding their needs and preferences, and proactively address those needs or preferences to exceed customer expectations.Support financial and billing activities that impact the customer, as needed.Support construction teams and construction-related activity regarding customer requests, as needed. Your Experience and Qualifications Bachelor's degree in business administration, engineering, computer science, or a related field, or equivalent experience.4-5 years of experience in data center operations, project management, or technical customer support.Proficiency in reading single-line diagrams is preferred.Demonstrated success in project management and customer relationship management.Excellent writing and communication skills, with the ability to deliver compelling presentations.Advanced knowledge of Microsoft Office suite (PowerPoint, Excel, Word).Strong judgment, discretion, and confidentiality in handling sensitive matters.Ability to thrive in a fast-paced environment with a strong sense of urgency and a commitment to delivering quality work under tight deadlines.Strong organizational skills, with the ability to manage multiple projects simultaneously in a fast paced, demanding environment. Analytical thinker and ability to think like an owner in all decision-making, required.Travel is expected to be 10 - 20% but may evolve as the business and volume of work evolves. What We Offer This is a full-time salaried position, including equity compensation and a performance-based annual bonus. This is an onsite role. Base salary range is $150,000-190,000, depending on experience.Medical, dental & vision insurance coverage. Health & Dependent Care Flexible Spending Accounts (FSAs), Health Savings Account (HSA).120 hours of paid time off annually, plus 11 paid holidays. 401(k) retirement savings plan with a company contribution.Company-paid life and disability insurance.Company sponsored employee assistance and discount programs.