Client Services Account Manager

<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;">­Led by an experienced management team and supported by a strong investor group, including large and experienced institutions and strategic partners, EdgeConneX offers a dynamic, fast-paced work environment where we are bringing flexibility, proximity, power, and connectivity to some of the world’s key businesses. With major offices in Herndon, Denver, and Amsterdam, we have a global footprint and a unified team of employees committed to providing a premier customer experience and delivering the full spectrum of data center solutions, from core to edge, like no other data center provider can do.</span></p> <p><span style="font-family: arial, helvetica, sans-serif;">Focused on driving innovation and helping our customers define and deliver their own unique vision for the Edge, at any scale, in any market worldwide, for any requirement, we are building tomorrow’s data center infrastructure, today for some of the world’s most demanding Network, Content, and Cloud customers.</span></p></div><p>The Client Services Account Manager, as part of the Account Management team and CRO Organization, will lead the assigned accounts ensuring customer success by being a true advocate for the customer inside ECX. This position is remote and will lead the account management activities post customer sale across EMEA. This position reports to the Account Management team Manager.</p> <p><strong><u>Primary Responsibilities</u></strong></p> <ul> <li>Manage 5 to 10 large customers simultaneously</li> <li>Customer satisfaction liaison: <ul> <li>Support across the entire customer experience lifecycle.</li> <li>Advocate for the customer experience spanning contract management, portal support, physical access management, deployments, operational issues, reporting, and billing.</li> <li>Advocate for continuous process improvement based on customer experience feedback and internal process changes.</li> <li>Helps lead cross-functional teams to ensure clients’ needs are addressed early, root cause identified, and preventive action are taken.</li> </ul> </li> <li>Customer Onboarding and Implementation, including portal, system and process training for new and existing customers, and internal and external kickoff calls for each deployment</li> <li>Organize Contract Management: facilitate company compliance with each agreement and work with Sales on upcoming renewals</li> <li>Create and present Quarterly Performance Reviews: determine customer’s desired frequency of business reviews, create periodic documentation on SLA compliance, ticket reviews, outages or data center issues, and other issues important to the customer</li> <li>Pr