Customer Experience Project Coordinator, EMEA

À PROPOS DE VANTAGE DATA CENTERS Vantage s’engage à être un lieu de travail d’inclusion, d’équité, de respect et d’acceptation. Nous célébrons la diversité et cherchons intentionnellement des occasions d’apprendre des expériences de chacun. Vantage Data Centers alimente, refroidit, protège et connecte la technologie des plus grands joueurs hyperscale, des fournisseurs de solutions infonuagiques et des grandes entreprises. Présente dans six marchés en Amérique du Nord et six en Europe, Vantage innove dans la conception des centres de données pour offrir des gains spectaculaires en termes de fiabilité, d’efficacité et de durabilité ainsi que des environnements flexibles qui peuvent évoluer aussi vite que le marché l’exige. Vantage connaît une croissance exponentielle grâce à ses installations nouvelles jumelées à ses acquisitions à travers l’Amérique du Nord et l’Europe. 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, conflict management skills
• Project Management Skills and experience
• Strong critical thinking and problem solving ability.
• Ability to build and maintain relationships effectively.
• Drive for continuous improvement.
• Openness to understand the data center business.

Vous ne remplissez pas toutes les exigences ? Veuillez tout de même poser votre candidature si vous pensez être la bonne personne pour le poste. Nous sommes toujours prêts à discuter avec des gens qui adhèrent à notre mission et à nos valeurs. Nous travaillons dans un environnement sans orgueil et sans arrogance. Nous mettons tout en œuvre pour nous construire et nous soutenir l’un l’autre, en appréciant les forces de chacun et en respectant les faiblesses d’autrui. Travailler ensemble est un plaisir, et nous cherchons toujours le moyen de rendre le travail encore plus agréable. Notre dur labeur et notre efficacité sont récompensés par une rémunération globale supérieure à ce qu’offre le marché. Nous proposons un régime de soins médicaux et d’assistance, un régime de retraite et des congés payés au-delà des attentes du marché. La sécurité est toujours une priorité. Pendant la COVID, tout le personnel qui le peut, travaille à distance et des mesures appropriées ont été prises pour assurer la sécurité des employés occupant un poste essentiel sur place. Peu importe votre lieu de travail, nous vous fournissons la technologie nécessaire avant ou le jour même de votre entrée en poste. Les avantages qu’il y a à faire partie de l’équipe de Vantage s’expriment clairement tout au long de l’année par l’entremise d’un éventail d’avantages sociaux, de marques de reconnaissance, de formations et de développement, sans oublier que vous saurez combien votre contribution rehausse la valeur de l’entreprise et de notre communauté.