Customer Experience Department

The Customer Experience (CE) department at Vantage Data Centers is dedicated to managing and enhancing all aspects of customer relationships from the inception of the lease throughout the entire customer lifecycle. We ensure that data modules are delivered, monitored, and maintained according to contractual agreements, proactively supporting customer requests and audits to demonstrate compliance and performance.

The CE department provides customers with visibility into the performance and maintenance of their data modules through our various reporting mechanisms. We track and report on customer service levels (SLAs), generate regular reports, analytical insights, and forecasting for Operations and the Executive Leadership team. Our team focuses on developing and enhancing processes, seeking out areas for improvement, and implementing plans to elevate the customer experience. Our team fosters a culture of collaboration, innovation, and continuous improvement, valuing each member's contributions and encouraging professional growth.

The Customer Experience department works closely with all Vantage departments—such as Sales, Real Estate, Operations, Construction, and Solutions Architecture/Engineering—to ensure customer success throughout construction, delivery, and ongoing operations. By improving inter-departmental communication and influencing organizational practices, we contribute to our commitment to providing world-class service as we scale.

Position overview

This role can be based in any of our QC locations: Saint-Bruno-de-Montarville, Pointe-Claire, Saint-Laurent, or Québec, QC, in alignment with our flexible work policy (3 days on-site required, 2 days flexible).

Vantage is looking for a Strategic Account Manager to support and manage relationships with a portfolio of enterprise customers across their lifecycle.

This role is entry- to mid- level and serves as the primary point of contact for enterprise clients, connecting customers with internal teams (Sales, Construction, Operations etc), ensuring a consistent and high-quality customer experience and promote customer satisfaction. You will act as a central point of contact between customers and internal teams (Sales, Construction, Operations), ensuring a consistent and high-quality customer experience.

This role is well suited for someone who already has experience working with customers in a professional environment and is looking to grow within a complex, fast-paced industry.

Essential Job Functions

Client Relationship Management:

• Act as the main liaison for enterprise customers, addressing their technical and operational needs.

• Provide proactive support and maintain strong relationships to ensure client retention and satisfaction.

• Manage the client requests submitted through the client portal and ensure proper ticket handling.

• Report on operational performance, compliance to SLAs and deliverables, and financials through monthly, quarterly and bi-annual Business reviews, KPIs, and STAR reports.

Internal Coordination:

• Collaborate with internal teams such as engineering, construction, operations, and finance to deliver solutions aligned with client expectations.

• Develop key internal relationships within Vantage to ensure a smooth transition of services for each customer from initial contract through to live operations.

Account Leadership:

• Manage and oversee enterprise accounts, ensuring their needs are met and contractual obligations are fulfilled.

• Develop and implement strategies to maximize revenue from enterprise accounts.

Additional Duties:

• Handle additional duties as assigned by Management.

Job Requirements

Education:

• Bachelor’s degree in Business Administration, Computer Science, Sales or a related field or equivalent experience required.

Experience:

• 3–6 years of experience in a client-facing or operational role in one or a combination of the following: Data Center Operations, Project Management, Customer Support, or Sales is required.

• Experience in a Customer Success or client-facing operational role, including managing customer requests or tickets, tracking performance metrics, and supporting SLA-based service delivery.

• Data Center, high-tech, or rapid growth industry experience is strongly preferred, but not required.

• Prior experience supporting an ITIL based Service Management program.

• Experience with contracts management and RFPs. Skills:

• Proficient with Microsoft suite including Excel, Word, Power Point, Project, and Visio

• 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.

• Motivational and negotiation skills.

• Strong organizational skills and attention to detail.

• Travel required is expected to be up to 25% but may increase over time as the business evolves.

• Excellent bilingualism (French/English)

Bilingualism (French and English) is required for this position due to the nature of the role, which involves interactions with counterparts in the same department and stakeholders in the United States.

Physical Demands and Special Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.