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.
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.The Client Services Executive will be the single point of contact for our relationship with 30+ customers throughout the Americas at any given time. This individual will play a key role in ensuring customer success by being a true advocate for the customer inside ECX.
Candidates fluent in Spanish are strongly encouraged to apply. The Client Services Executive position will be based in Herndon, VA or Denver, CO, and reports to the SVP, Network and New Opportunity Sales. The expectation long term is it to be a hybrid role after initial onboarding period where in-office work daily will be the expectation.
Primary Responsibilities
- Manage 30+ medium to small customers simultaneously
- Customer satisfaction liaison:
- Single point of contact across the entire customer experience lifecycle.
- Advocate for the customer experience spanning across contract management, portal support, physical access management, deployments, operational issues, reporting, and billing.
- Advocate for continuous process improvement based on customer experience feedback and internal process changes.
- Leads cross-functional teams to ensure client’s needs are addressed early, root cause identified, and preventive action are taken.
- Customer Onboarding and Implementation, including portal, system and process training for new and existing customers, and internal and external kickoff calls for each deployment
- Contract Management: facilitate company compliance with each agreement and work with Sales on upcoming renewals
- 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
- Pre-sales support as needed, including RFP and Sugar CRM account validation
- Travel expected up to 20% of the time
Knowledge, Skills & Abilities
- “Customer first” mindset while achieving internal objectives
- Strong written and verbal communications skills and attention to detail
- Ability to prioritize and manage multiple projects/responsibilities, meet committed timelines, and leverage cross-functional teams to resolve issues.
- Commitment to organizational excellence and seek opportunities to continuously improve the customer experience
- Ability to follow and improve processes that support both internal stakeholders and external customers
- Ability to travel, including on short notice
Experience/Education
- 5+ years of experience operating in a corporate B2B environment working with cross-functional teams to solve complex problems
- Bachelor’s Degree desired or additional relevant experience in lieu of degree
- Experience in supporting enterprise customers, ideally large tech firms
- Candidates fluent in Spanish are strongly encouraged to apply
US Salary Range$85,000—$95,000 USDEdgeConneX believes diversity – of thought, backgrounds and experiences – affects all that we do, from our employees to the solutions we deliver. Our goal is to create an environment in which inclusion through diversity helps deepen the lives and work experience of our employees, enhances our innovation and creativity, and enriches our involvement in our communities. EdgeConneX is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin or ancestry, physical or mental disability, as well as any other category protected by applicable federal, state, or local laws.EdgeConneX offers a competitive benefits package.For more information on how we process your data, visit our Data Privacy Policy here.
