Senior Director, Customer Experience, NA

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.

Operations Department

As part of the Vantage Operations team, the Customer Experience department is responsible for managing all aspects of customer relationships from the inception of the lease through the full operational lifecycle. This team ensures that data modules are delivered, monitored, and maintained per contractual requirements; supports customer requests and audits to demonstrate compliance; provides customers with visibility into the performance and maintenance of their data modules through our Portal; and tracks and reports on customer service levels (SLAs). The Customer Experience team partners closely with the Special Projects and Connectivity teams to ensure seamless coordination across Operations and Construction Delivery. The Special Projects function focuses on ongoing maintenance, end-of-life equipment replacement, site investments, and customer-driven requests-ensuring operational excellence and alignment with evolving customer needs. Together, these teams embody Vantage's customer-first approach by proactively managing site performance, maintaining transparency, and ensuring an exceptional experience throughout the customer journey.

Position Overview

This role can be based in any of our US and Canada locations: Denver, CO; Phoenix, AZ; Santa Clara, CA; Shackelford County, TX; Port Washington, WI; Ashburn, VA or Montreal (QC).

As the Senior Director, Customer Experience within Vantage you will play a pivotal role in driving customer satisfaction, retention, and success within our Data Centers. You will lead a team responsible for ensuring our customers receive exceptional support and achieve their desired outcomes. The ideal candidate possesses a strong blend of strategic thinking, leadership skills, and a deep understanding of the Data Center industry and will be principle point of contact for all escalations.

Essential Job Functions

Customer Relationship Management:

• Serve as the primary escalation point for customer issues, ensuring timely and effective resolution

• Partner with internal teams to deliver consistent, high-quality customer service

• Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor

• Monitor customer health and proactively address concerns to maintain satisfaction and loyalty.

Customer Experience Strategy:

• Support the development and execution of customer experience initiatives aligned with company goals

• Identify opportunities to improve the customer journey from onboarding through service delivery

Leadership and Team Management:

• Lead and develop a high-performing customer experience team, providing coaching and support

• Ensure team performance meets or exceeds service level agreements (SLAs)

• Foster a customer-first mindset across the team and broader organization

Cross-Functional Collaboration:

• Collaborate with Sales, Operations, Construction, and Design teams to drive customer satisfaction and ensure seamless implementation and delivery of services

• Act as a strategic partner to senior leadership, providing insights and recommendations based on customer feedback and market trends

Performance Measurement and Improvement:

• Define and measure key customer success metrics, regularly reporting on progress and identifying areas for improvement

• Develop a Continuous Service Improvement (CSI) matrix based on client and management feedback and personal observations and implement it across the organization

Revenue and Growth Management:

• Take responsibility for delivering product and services revenue and gross margin (GM) targets, aligning customer success initiatives with financial performance

Customer-Centric Innovation:

• Identify and address opportunities for innovation in the customer experience, leveraging feedback and data to drive enhancements

• Champion initiatives that enhance the overall customer journey and ensure Vantage remains a leader in customer satisfaction within the data center industry

Training and Development:

• Develop all direct reports by identifying training requirements and mentoring team members to achieve their professional growth and success

Additional Duties:

• Handle additional duties as assigned by Management

Job Requirements

Education:

• Bachelor's degree in Business Administration, Marketing, or a related field is required. An MBA or relevant advanced degree is preferred

Experience:

• Minimum of 7 years of experience in customer experience, customer success, or a related field, with at least 3 years in a senior leadership role

• Proven experience in a senior leadership role within the customer success function, preferably in the Data Center industry

• Experience in Data Center or Critical Infrastructure industries, strongly preferred

• Excellent leadership and people management skills, with a track record of building and motivating high-performing teams

Skills:

• Strong customer-centric mindset and ability to build and maintain long-term customer relationships

• Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels

• Analytical mindset with the ability to leverage data to drive decision-making and measure success

• Results-oriented with a focus on achieving targets and delivering exceptional customer experiences

• Proven ability to navigate and thrive in a fast-paced, dynamic environment

• Able to plan, organize and prioritize workload to meet deadlines

• Excellent planning and organisation skills with the ability to manage conflicting priorities and meet tight deadlines

• Assertive and confident and able to quickly build a high level of personal and professional credibility within the business and customer base

• Ability to lead and engage people in a fast-changing environment to achieve results through others

• Ability to build strong relationships with a diverse range of stakeholders, influencing and negotiating at the most senior levels

• Work effectively in collaboration cross-functionally to achieve shared goals and deliver business objectives

• Confident decision maker, even with incomplete or limited information

• Candidates must possess reliable transportation for reporting to site, or for any emergencies

• Strong computer skills including proficiency with Microsoft desktop and server operating systems, as well as Microsoft Office 365

• Travel required is expected to be up to 30% but may increase over time as the business evolves

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.

Additional Details

• Salary Range: $210,000-$230,000 Base + Bonus (this range is based on Colorado market data and may vary in other locations)

• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

• Compensation for the role will depend on a number of factors, including your qualifications, skills, competencies, and experience and may fall outside of the range shown.

#LI-AT1 #LI-Hybrid

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.

We'll be accepting applications for at least one week from the date this role is posted. If you're interested, we encourage you to apply soon-we're excited to find the right person and will keep the role open until we do!