CSE Account Manager

About the role

As part of the Account Management team and CRO Organization, the Account Manager will lead assigned accounts, ensuring customer success by being a true advocate for the customer inside EdgeConneX. This remote position will manage account activities post-sale across North, South, Central America, EMEA, and Asia Pacific, reporting to the Account Management team Manager.

Responsibilities

• Manage 30+ small to medium customers simultaneously.
• Serve as the customer satisfaction liaison, supporting the entire customer experience lifecycle.
• Advocate for the customer experience across contract management, portal support, physical access management, deployments, operational issues, reporting, and billing.
• Advocate for continuous process improvement based on customer feedback and internal process changes.
• Lead cross-functional teams to address client needs early, identify root causes, and implement preventive actions.
• Oversee customer onboarding and implementation, including portal, system, and process training, as well as internal and external kickoff calls for deployments.
• Organize contract management, ensuring company compliance with agreements and collaborating with Sales on renewals.
• Create and present Quarterly Performance Reviews, including SLA compliance, ticket reviews, outages, and other customer-specific issues.
• Provide pre-sales support, including RFP and Sugar account validation.
• Lead project management for customer-specific activities, coordinating with internal and external teams to plan, execute, monitor, and control project deliverables.
• Collaborate with Service Delivery, Sales, Sales Engineering/Solutions Architecture, Engineering, Operations, and Business Operations teams to meet customer deliverables on time and within scope.
• Provide high-quality, recurring, and ad-hoc verbal and written reports as required.
• Ensure customer installation activities are properly communicated and understood for external dissemination.
• Take on ad-hoc, special projects, or cross-functional tasks as requested.

Requirements

• 3+ years of relevant experience.
• Bachelor’s degree desired or additional relevant experience in lieu of degree.

Skills

• “Customer first” mindset while achieving internal objectives.
• Strong written and verbal communication skills with attention to detail.
• Ability to prioritize and manage multiple projects/responsibilities, meet deadlines, and leverage cross-functional teams.
• Commitment to organizational excellence and continuous improvement of the customer experience.
• Solid working knowledge of Microsoft Office suite.
• Strong ability and willingness to present to various levels within EdgeConneX and the customer base.

Pay

The pay range for this role is $115,000 - $120,000 USD per year.