Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.
ABOUT VANTAGE DATA CENTERS & THE ROLE
Vantage Data Centers is a leading global provider of hyperscale data center solutions. We are committed to innovation, sustainability, and delivering exceptional service. As part of our growing EMEA Customer Experience team, we are seeking a proactive and detail-oriented Customer Experience Partner to support our hyperscale and retail customers across the region.
This role is pivotal in ensuring a seamless customer journey—from onboarding through to operational excellence—by managing customer requests, supporting SLA/KPI reporting, and driving continuous improvement in service delivery. It also plays a key role in aligning with the end-to-end customer journey and delivering a differentiated proposition that delights our customers and positions Vantage as the partner of choice in the region.
POSITION OVERVIEW
The Customer Experience Partner will work closely with internal teams and customers to ensure high-quality service delivery, accurate reporting, and consistent customer engagement. You will support the mobilization of new sites, manage customer onboarding (including portal access and documentation), and contribute to performance reporting and compliance tracking.
This role requires strong communication, organizational, and analytical skills, with a focus on building relationships and delivering value to our customers.
KEY RESPONSIBILITIES
Serve as a primary relationship manager for key customer accounts across EMEA.
Lead customer onboarding and lifecycle engagement, ensuring a seamless and value-driven experience.
Own the preparation and delivery of Quarterly Business Reviews (QBRs), providing insights and recommendations to drive customer success.
Collaborate with cross-functional teams (Operations, Compliance, Construction) to align service delivery with customer expectations.
Analyze SLA/KPI performance and customer usage data to identify trends, risks, and opportunities.
Champion continuous improvement initiatives and contribute to the evolution of customer experience strategy.
Support commercial teams with customer insights and feedback to inform product and service development.
Represent the voice of the customer in internal forums and strategic planning sessions.
Support the development of tailored engagement plans based on customer maturity and strategic priorities.
Participate in client meetings to gather feedback and understand evolving needs.
Contribute to the preparation of proposals, presentations, and contract renewals.
Track and report on customer account performance metrics to inform strategic decisions.
Coordinate with internal teams to ensure timely delivery of contracted services and resolution of issues.
Monitor service delivery against SLAs and escalate risks or delays proactively.
Support onboarding of new services or expansions, ensuring documentation and access are in place.
Prepare account status reports and dashboards for internal and external stakeholders.
Analyze customer usage patterns and feedback to identify improvement areas.
Maintain working knowledge of industry trends and competitor offerings to inform strategy.
Act as a liaison between customer operations, engineering, and compliance teams to ensure alignment.
Support internal knowledge sharing by documenting best practices and lessons learned from customer engagements.
Champion the voice of the customer in internal forums and product development discussions.
Help design and implement customer satisfaction surveys and feedback loops.
Contribute to the evolution of customer experience frameworks tailored to hyperscale and neo-cloud environments.
REQUIRED SKILLS & EXPERIENCE
Proven experience in customer success, account management, or strategic partnerships.
Strong analytical skills with the ability to interpret data and translate insights into action.
Excellent communication and stakeholder management skills, with experience engaging senior-level clients.
Proficiency in Microsoft Office and data visualization tools (Power BI preferred).
Experience in high-tech, infrastructure, or data center environments is a strong advantage.
Ability to work independently and influence cross-functional teams in a matrix environment.
DESIRABLE ATTRIBUTES
Experience with ServiceNow or similar customer portals.
Understanding of data center operations and compliance frameworks (e.g., ISO standards).
Ability to build and maintain effective relationships across departments.
Drive for continuous improvement and openness to learning.
Strong presentation skills and a good eye for visual communication.
DEVELOPMENT OPPORTUNITIES
Clear progression to Senior Customer Success Manager or Strategic Account Lead roles.
Involvement in customer strategy development, product feedback loops, and cross-regional initiatives.
Access to leadership mentoring, strategic project ownership, and professional development programs.
Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.
#LI-AF1
We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.
Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.
Vantage Data Centers is an Equal Opportunity Employer
Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.