Customer Experience Account Specialist (Nashville, TN)

As a senior individual contributor, you will manage customer experience health, account-level coordination, service visibility, and issue resolution for Oracle Cloud Infrastructure data center customers. This role ensures customers have clear visibility into readiness, delivery progress, operational support, escalations, and ongoing service commitments. You will partner closely with Customer Experience leadership, Customer Success, Sales, Site Deployment, Data Center Operations, Engineering, Network, Security, Finance, Legal, Procurement, and customer stakeholders to maintain account-level operating discipline and transparency.

Responsibilities

• Serve as the primary customer experience account owner for assigned customers, accounts, sites, or deployment programs.
• Maintain account-level visibility into customer commitments, service expectations, delivery milestones, readiness risks, open issues, and escalation status.
• Coordinate customer-facing communications, account reviews, readiness updates, service reviews, action registers, and executive summaries.
• Partner with Customer Success, Sales, Site Deployment, Operations, Engineering, Network, Security, and other stakeholders to align customer expectations with delivery and operational realities.
• Track customer requirements related to capacity, deployment timing, access, security, compliance, network readiness, site support, service reporting, and operational handoff.
• Own customer issue logs, escalation trackers, action plans, decision records, and follow-up cadences through closure.
• Identify customer-impacting risks and drive cross-functional alignment on mitigation plans, owners, timelines, and communication strategy.
• Support customer onboarding, move-in readiness, audit coordination, service transition, and steady-state support processes.
• Prepare account-level dashboards, customer health summaries, KPI reporting, milestone updates, and leadership briefings.
• Ensure customer-facing commitments are accurately documented, tracked, escalated, and handed off to the appropriate operational owners.
• Partner with Data Center Operations to ensure customer support aligns with change management, incident response, maintenance windows, access procedures, and service management expectations.
• Capture recurring customer themes, friction points, and account risks to improve playbooks, reporting, governance, and customer experience standards.
• Support executive escalations by providing clear facts, current status, recommended next actions, and accountable owners.

Requirements

• 8+ years of experience in customer experience, account management, customer success, service delivery, technical program coordination, data center operations, infrastructure delivery, or mission-critical support.
• Experience supporting enterprise, cloud, colocation, telecommunications, or mission-critical infrastructure customers.
• Strong understanding of customer lifecycle management across onboarding, readiness, deployment, service transition, operational support, and escalation management.
• Demonstrated ability to coordinate across Customer Success, Sales, Operations, Engineering, Deployment, Network, Security, Legal, Finance, and Procurement.
• Experience managing customer health reporting, action registers, escalation trackers, issue logs, account reviews, and executive updates.
• Strong written communication skills with the ability to create clear, accurate, customer-ready summaries.
• Bachelor's degree in business, information systems, operations, engineering, communications, or equivalent practical experience.

Skills

• Customer-first mindset with strong judgment, ownership, and follow-through.
• Strong account coordination skills, including tracking commitments, risks, issues, decisions, and stakeholder actions.
• Clear written and verbal communication with executive presence and strong attention to detail.
• Ability to translate technical, operational, and delivery issues into customer-ready language.
• Strong cross-functional coordination and influence across matrixed teams.
• High comfort managing ambiguity, shifting priorities, and sensitive customer escalations.
• Strong process discipline with a bias toward clean records, accurate reporting, and repeatable operating standards.

Preferred Skills / Certifications

• Experience with data center customer support, customer move-in, deployment readiness, audit support, or colocation account operations.
• Familiarity with ITIL, service management, incident/change management, SLA/KPI reporting, customer health reporting, or executive business reviews.
• Experience with Salesforce, ServiceNow, Smartsheet, Jira, Oracle systems, Tableau/Power BI, or similar CRM, workflow, and reporting tools.
• Customer success, ITIL, PMP, Six Sigma, or service management certification.
• Working knowledge of data center infrastructure, including power, cooling, network, physical security, access control, CMMS, BMS/EPMS, and operational procedures.

Schedule

This is a full-time onsite role in Nashville, TN. The position may require periodic travel to data center sites, customer meetings, deployment reviews, and operational readiness sessions. Site visits may involve walking large facilities, standing for extended periods, using stairs, and following all safety, security, and access-control requirements.

Pay

Hiring range in USD from: $114,600 - $234,600 per year. May be eligible for bonus, equity, and compensation deferral.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short-term and long-term disability insurance.
• Life insurance and AD&D.
• Supplemental life insurance (Employee/Spouse/Child).
• Health care and dependent care Flexible Spending Accounts.
• Pre-tax commuter and parking benefits.
• 401(k) Savings and Investment Plan with company match.
• Flexible Vacation for salaried employees (13 days annually for the first three years, 18 days annually thereafter; accrual is prorated for part-time employees working 20-34 hours per week).
• 11 paid holidays.
• 72 hours of paid sick leave upon date of hire, with an annual refresh and a maximum cap of 112 hours.
• Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner, and pet insurance.