Technical Account Manager

$150,000 - $190,000/Yr

Unclassified - Arizona City, AZ

Full-time - Mid Level

Arizona City, AZ

About the position

As the Sr. Manager, Technical Account Management at EdgeCore Digital Infrastructure, you will be a key player in the Operations team, advocating for customers throughout their data center lease. Your role involves building and maintaining strong relationships with major data center users, ensuring their needs are met and expectations exceeded. You will act as the primary contact for customer inquiries and manage various projects and activities to enhance customer satisfaction through data-driven insights.

Responsibilities

• Act as the main point of contact for customer inquiries, feedback, issues, and concerns, and manage incident management.
• Manage customer-facing projects, activities, audits, etc.
• Analyze customer feedback and data to identify opportunities for improvement and recommend or implement strategies to enhance customer satisfaction.
• Perform internal/external onboarding activities for customers and their employees or vendors.
• Collaborate with operations teams to ensure quality and accuracy in incident escalation and management, ensuring timely resolution and constant evaluation for improvement.
• Collaborate with sales, operations, and billing teams to prepare documentation and lead regular reporting and business reviews to exceed customer expectations.
• Maintain familiarity with customer contracts and implement processes to ensure compliance with contract terms.
• Develop and maintain strong relationships with customers, proactively addressing their needs to exceed expectations.
• Support financial and billing activities impacting the customer as needed.
• Support construction teams regarding customer requests as needed.

Requirements

• Bachelor's degree in business administration, engineering, computer science, or a related field, or equivalent experience.
• 4-5 years of experience in data center operations, project management, or technical customer support.
• Proficiency in reading single-line diagrams is preferred.
• Demonstrated success in project management and customer relationship management.
• Excellent writing and communication skills, with the ability to deliver compelling presentations.
• Advanced knowledge of Microsoft Office suite (PowerPoint, Excel, Word).
• Strong judgment, discretion, and confidentiality in handling sensitive matters.
• Ability to thrive in a fast-paced environment with a strong sense of urgency and commitment to quality work under tight deadlines.
• Strong organizational skills, with the ability to manage multiple projects simultaneously in a demanding environment.
• Analytical thinker with the ability to think like an owner in decision-making.

Benefits

• Equity compensation and performance-based annual bonus.
• Medical, dental & vision insurance coverage.
• Health & Dependent Care Flexible Spending Accounts (FSAs), Health Savings Account (HSA).
• 120 hours of paid time off annually, plus 11 paid holidays.
• 401(k) retirement savings plan with company contribution.
• Company-paid life and disability insurance.
• Company sponsored employee assistance and discount programs.