CSE Account Manager

Title: Account Manager (Global Service Delivery Team)

The Account Manager PM2, as part of the Account Management team and CRO Organization, will lead the assigned accounts ensuring customer success by being a true advocate for the customer inside ECX. This position is remote and will lead the account management activities post customer sale across North, South, Central America, EMEA and Asia Pac. This position reports to the Account Management team Manager.

Primary Responsibilities

• Manage 30+ small to medium customers simultaneously
• Customer satisfaction liaison:
• Support across the entire customer experience lifecycle.
• Advocate for the customer experience spanning contract management, portal support, physical access management, deployments, operational issues, reporting, and billing.
• Advocate for continuous process improvement based on customer experience feedback and internal process changes.
• Helps lead cross-functional teams to ensure clients’ needs are addressed early, root cause identified, and preventive action are taken.
• Customer Onboarding and Implementation, including portal, system and process training for new and existing customers, and internal and external kickoff calls for each deployment
• Organize Contract Management: facilitate company compliance with each agreement and work with Sales on upcoming renewals
• Create and present Quarterly Performance Reviews: determine customer’s desired frequency of business reviews, create periodic documentation on SLA compliance, ticket reviews, outages or data center issues, and other issues important to the customer
• Pre-sales support as needed, including RFP and Sugar account validation
• Project Management lead for customer specific assigned activities. This will consist of Project assisting in or leading a customer need/request, typically cross-functional teams, to achieve project goals and requirements. This individual will work with internal and external project teams and stakeholders to plan, execute, monitor, and control the project deliverables.
• Works collaboratively with Service Delivery, Sales, Sales Engineering/Solutions Architecture, Engineering, Operations and Business Operations teams to ensure customer deliverables are met on time, within scope, and adhering to ECX standards.
• Provide high-quality, recurring and ad-hoc, verbal and written reports as required.
• Continuously work with internal teams to ensure customer installation activities are properly communicated and understood for external customer dissemination.
• Takes on ad hoc, special projects or cross-functional tasks as requested.

Knowledge, Skills & Abilities

• “Customer first” mindset while achieving internal objectives
• Strong written and verbal communications skills and attention to detail
• Ability to prioritize and manage multiple projects/responsibilities, meet committed timelines, and leverage cross-functional teams to resolve issues.
• Commitment to organizational excellence and seek opportunities to continuously improve the customer experience.
• Solid working knowledge of Microsoft office suite of products.
• Strong ability and willingness to present to various levels within EdgeConneX and supporting customer base.

Experience/Education

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