Customer Success Specialist

About the role

Edged is a fast-growing provider of sustainable data centers and energy infrastructure. The company builds and operates a global network of ultra-efficient, AI-ready data centers with waterless cooling for colocation, hyperscale and build-to-suit customers. The highly differentiated infrastructure platform is the first large-scale, global deployment of waterless cooling platform-wide and transforms data center growth into a catalyst for sustainable development.

Responsibilities

• Drive collaboration with client and internal cross-functional teams to manage client implementations and meet client requirements timely and efficiently.
• Project management and implementation oversight from customer order acceptance through provision of service.
• Develop strategies to grow customers through successful customer experience.
• Drive data analytics, metrics, and interpretation of a mission-critical environment to identify inefficiencies, opportunities, exceptions, and correlations, and proactively respond before they impact the business and its customers.
• MBR and QBR draft and review with customers.
• Deliver support and service solutions for customers in line with industry best practice.
• Maintain the effectiveness of the service against SLA/KPI's, drive through change as needed to deliver continual service improvement.
• Coordinate and manage any customer audits including follow-up corrective actions.
• Identify and implement change within the team to ensure it can take on new service offerings.
• Contribute proactively to new service development.
• Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement.
• Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required.
• Drive a continual service improvement schedule based on a desire to become a world-class managed service provider.
• Prepare Sales Orders and accompanying exhibits for Customer Intake.
• Delivery of project requests.
• Implement reviews and audits to ensure consistent implementation standards and identification of areas requiring improvement.
• Implement and drive a "lessons learned" method.
• Coordinate escalation matrix for new clients and update accordingly.
• Be the "voice of the customer" internally and work to consistently improve the customer experience.
• Coordinate, collect and analyze customer experience surveys. Drive for improvements based on feedback gained.
• Work cross-functionally to deliver quarterly summaries for customers across multiple lines of business.
• Provide training schedule to support implementation and operations for clients.
• Implement and drive a "lessons learned" method.
• Coordinate, collect and analyze customer experience surveys. Drive for improvements based on feedback gained.
• Work cross-functionally to deliver quarterly summaries for customers across multiple lines of business.
• Provide training to customers on portal functionality.
• Partner with Sales and Service Delivery to ensure accuracy and timely delivery of proposals.

Requirements

• Bachelor’s Degree
• Minimum of 3-5 years of experience in data centers customer support/success, Sales and or operations.
• Excellent customer management skills.
• Experience in large-scale planning and coordination, with experience delivering multiple concurrent projects on tight timelines.
• A solid understanding of enterprise level infrastructure and services.
• Knowledge of data center infrastructure, including HVAC, electrical and security systems.
• Requires advanced analytical and quantitative skills.
• Familiarity with industry standards and best practices, such as ITIL, ISO 27001, uptime institute guidelines and SOC II.
• Project or program management experience and certification(s) (e.g. Lean, Six Sigma, Kaizen, PMI, Agile...)
• MSOffice applications. i.e., Excel, Outlook, Word, and PowerPoint.
• A solid understanding of financial management, budgeting, and forecasting.
• ITIL certification is a plus.

Skills and Abilities

• Strong written and oral communication skills.
• Process and workflow development.
• Excellent problem-solving and decision-making abilities while working in ambiguous situations.
• Ability to develop operational standards and project tracking/management documents.
• Understanding of IT infrastructure, including servers, storage, networking, and remote hands.
• Ability to work under pressure and manage multiple priorities.
• Ability to analyze and solve problems involving several options with limited information.
• Demonstrated success managing customers.
• Ability to travel as needed but expected up to 25% of the time.

Total Rewards

• Pay Type: Salaried
• FTE: Full-Time
• Dept: Sales & Marketing
• Reports to: Customer Success Manager
• EEO Statement: Edged is an equal opportunities employer.
• Total Rewards Statement: This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; PTO; employee assistance program; and other company benefits.
• Compensation for the role will depend on a number of factors, including your qualifications, location, skills, competencies, and experience and may fall outside of the range shown.