Account Manager

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. Our managed data center services are anchored in world-class facilities, and our customized technology solutions help customers effectively manage risk, improve technology performance, and focus on core business objectives.

About the role

The Account Manager is responsible for managing client relationships across all products and services, including coordination of new service delivery, ongoing service management, and issue resolution. This role identifies new business opportunities and renews existing services while serving as a trusted advisor and escalation point for clients.

Responsibilities

• Provide program management expertise in managing Service Level Agreements and other aspects of client contractual agreements.
• Communicate effectively with peers, superiors, subordinates, and C-Level executives on both client and DataBank sides.
• Coordinate all client communications, including weekly and monthly reporting, crisis management, and escalations.
• Maintain proactive customer communication to foster high-touch relationships.
• Develop and maintain project plans, action item lists, and conduct regular customer status meetings to keep projects on track.
• Schedule and lead effective team meetings with field and/or corporate resources.
• Interact with other DataBank organizations to deliver seamless implementations and service to clients.
• Serve as a 24/7 escalation point for production-impacting incidents.
• Review and distribute incident reports.
• Facilitate resolution of billing issues, including AR, credit requests, and disputes.
• Manage the order process for customer moves, adds, changes, and disconnects.
• Conduct regular account manager audits to ensure accurate depiction of services, contacts, and procedures.
• Prepare, schedule, and facilitate quarterly customer account reviews, highlighting existing services, new business opportunities, account plan status, and service levels.
• Perform other duties as assigned.

Position Objectives

• Achieve revenue retention and growth for the assigned customer base.
• Manage client relationships to gain Trusted Advisor status.
• Maintain reference status with assigned clients.
• Serve as a customer advocate.
• Promote solution stability through incident trend analysis, problem management, and cure plan execution.
• Ensure efficiency and effectiveness in the company’s support model via regular audits, contact management, and customer-specific support procedures.
• Develop account strategies and meet with targeted customers regularly to build partnerships and grow revenue.
• Oversee account renewals, including monthly reviews of upcoming renewals and tailored renewal strategies (e.g., auto-renewal, revenue portability, or accepting churn). Performance-based spiffs or bonuses may apply.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years in a Sales Account Manager role.
• 3-5 years of experience in Data Center, Telecom, IT, Cloud, Managed Services, or Networking.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Visio.

Benefits

• Health, Dental, and Vision packages.
• Short-Term and Long-Term Disability Insurance.
• Life Insurance.
• 401k with company match.
• Paid Time Off and Holidays.