Customer Success Specialist

About Edged Data Centers 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. Edged is backed by a deep proprietary technology stack that will include renewable microgrid systems, ultra-clean generators, and waste-to-fuel solutions. The platform is designed for rapid deployment with more than a dozen new data centers operating or under construction across Europe and North America and a gigawatt-scale project pipeline. The North American division of Edged is a joint venture between one of the largest private multinational corporations in the world and an affiliate of Endeavour. Endeavour is a purpose-driven organization helping innovators to develop and launch breakthrough solutions for global challenges in the areas of energy, water, and waste. Endeavour companies are made up of passionate change-makers who want to leave the world better than the way we found it. Today, Endeavour is deploying solutions that are immediately scalable and deliver both high financial returns and positive impact, including EV charging, waterless data center cooling, and advanced energy systems.

Opportunity Edged is seeking a dynamic Customer Success Specialist as the primary point of contact to manage customer relationships, services, and overall customer experience. The role will be a vital member of the sales team of the North American division of Edged Data Centers working with Sales and Operations. The Customer Success Specialist is expected to work independently on customer onboarding, complex projects, and support any issues that arise. Responsibilities include the ongoing management of the customer success program, customer reports and continuous improvement of customer portal. The Customer Success Specialist needs to be an agile, team-focused individual, with proven professionalism, who is comfortable in a rapidly changing environment. The right person is trustworthy with confidential information, highly organized, self-motivated, has excellent communication skills, can think strategically, and works equally as well independently as with a team. Edged strives to maintain smooth operations and achieves this by empowering our people, by providing autonomy and flexibility in the way we work, by developing a habit of constant, open communication, and by creating a culture of excellence, appreciation, trust, and respect.

Key Responsibilities

Include but not limited to:

• Customer Success Specialist drives 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.
• Monitor 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.
• Ensure quality and up-to-date documentation exists for all service arrangements.
• 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
• Provide training schedule to support implementation and operations for clients
• 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 to customers on portal functionality
• Coordinate with Incident Manager and Operations team on customer communications and notifications
• Partner with Sales and Service Delivery to ensure accuracy and timely delivery of proposals

Skills and Requirements Education / Experience

• 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.

Specific Skills / 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.

Pay Type: Salaried FTE: Full-Time Dept: Sales & Marketing Reports to: Customer Success Manager

EEO Statement:

Edged is an equal opportunities employer. We believe in ensuring equal access to employment opportunities for all. We assess candidate qualifications and make recruiting decisions based on the experience, capabilities and skills you share with us in your application and applicable materials. Hiring and employment decisions within Edged are not based on religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

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.

Great Place to Work Enjoy…

• A fast-paced, entrepreneurial culture focused on innovation.
• A flexible, autonomous work environment.
• A culture of respect, learning, and excellence.
• Experienced, highly talented experts as team peers.
• Growth and travel opportunities.
• A team of change-makers having a significant impact on people and the planet.

Contact: edcrecruiting@edged.us

Originally posted on Himalayas