Job Description

À propos de Vantage Data Centers
Vantage Data Centers alimente, refroidit, protège et connecte la technologie des plus grands joueurs hyperscale, des fournisseurs de solutions infonuagiques et des grandes entreprises. Présente en Amérique du Nord, en Europe et en Asie-Pacifique, Vantage innove dans la conception des centres de données pour offrir des gains spectaculaires en termes de fiabilité, d’efficacité et de durabilité ainsi que des environnements flexibles qui peuvent évoluer aussi vite que le marché l’exige.
ABOUT VANTAGE DATA CENTERS & THE ROLE
Vantage Data Centers is a leading global provider of hyperscale data center solutions. We are committed to innovation, sustainability, and delivering exceptional service. As part of our growing EMEA Customer Experience team, we are seeking a proactive and detail-oriented Customer Experience Partner to support our hyperscale and retail customers across the region.



This role is pivotal in ensuring a seamless customer journey—from onboarding through to operational excellence—by managing customer requests, supporting SLA/KPI reporting, and driving continuous improvement in service delivery. It also plays a key role in aligning with the end-to-end customer journey and delivering a differentiated proposition that delights our customers and positions Vantage as the partner of choice in the region.
POSITION OVERVIEW
The Customer Experience Partner will work closely with internal teams and customers to ensure high-quality service delivery, accurate reporting, and consistent customer engagement. You will support the mobilization of new sites, manage customer onboarding (including portal access and documentation), and contribute to performance reporting and compliance tracking.



This role requires strong communication, organizational, and analytical skills, with a focus on building relationships and delivering value to our customers.
KEY RESPONSIBILITIESServe as a primary relationship manager for key customer accounts across EMEA. Lead customer onboarding and lifecycle engagement, ensuring a seamless and value-driven experience. Own the preparation and delivery of Quarterly Business Reviews (QBRs), providing insights and recommendations to drive customer success. Collaborate with cross-functional teams (Operations, Compliance, Construction) to align service delivery with customer expectations. Analyze SLA/KPI performance and customer usage data to identify trends, risks, and opportunities. Champion continuous improvement initiatives and contribute to the evolution of customer experience strategy. Support commercial teams with customer insights and feedback to inform product and service development. Represent the voice of the customer in internal forums and strategic planning sessions. Support the development of tailored engagement plans based on customer maturity and strategic priorities. Participate in client meetings to gather feedback and understand evolving needs. Contribute to the preparation of proposals, presentations, and contract renewals. Track and report on customer account performance metrics to inform strategic decisions. Coordinate with internal teams to ensure timely delivery of contracted services and resolution of issues. Monitor service delivery against SLAs and escalate risks or delays proactively. Support onboarding of new services or expansions, ensuring documentation and access are in place. Prepare account status reports and dashboards for internal and external stakeholders. Analyze customer usage patterns and feedback to identify improvement areas. Maintain working knowledge of industry trends and competitor offerings to inform strategy. Act as a liaison between customer operations, engineering, and compliance teams to ensure alignment. Support internal knowledge sharing by documenting best practices and lessons learned from customer engagements. Champion the voice of the customer in internal forums and product development discussions. Help design and implement customer satisfaction surveys and feedback loops. Contribute to the evolution of customer experience frameworks tailored to hyperscale and neo-cloud environments.

REQUIRED SKILLS & EXPERIENCEProven experience in customer success, account management, or strategic partnerships. Strong analytical skills with the ability to interpret data and translate insights into action. Excellent communication and stakeholder management skills, with experience engaging senior-level clients. Proficiency in Microsoft Office and data visualization tools (Power BI preferred). Experience in high-tech, infrastructure, or data center environments is a strong advantage. Ability to work independently and influence cross-functional teams in a matrix environment.

DESIRABLE ATTRIBUTESExperience with ServiceNow or similar customer portals. Understanding of data center operations and compliance frameworks (e.g., ISO standards). Ability to build and maintain effective relationships across departments. Drive for continuous improvement and openness to learning. Strong presentation skills and a good eye for visual communication.
DEVELOPMENT OPPORTUNITIESClear progression to Senior Customer Success Manager or Strategic Account Lead roles. Involvement in customer strategy development, product feedback loops, and cross-regional initiatives. Access to leadership mentoring, strategic project ownership, and professional development programs.
Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.
#LI-AF1
Nous travaillons dans un environnement sans orgueil et sans arrogance. Nous mettons tout en œuvre pour nous construire et nous soutenir l’un l’autre, en appréciant les forces de chacun et en respectant les faiblesses d’autrui. Travailler ensemble est un plaisir, et nous cherchons toujours le moyen de rendre le travail encore plus agréable. Notre dur labeur et notre efficacité sont récompensés par une rémunération globale supérieure à ce qu’offre le marché. Nous proposons un régime de soins médicaux et d’assistance, un régime de retraite et des congés payés au-delà des attentes du marché.

Les avantages qu’il y a à faire partie de l’équipe de Vantage s’expriment clairement tout au long de l’année par l’entremise d’un éventail d’avantages sociaux, de marques de reconnaissance, de formations et de développement, sans oublier que vous saurez combien votre contribution rehausse la valeur de l’entreprise et de notre communauté.

Vous ne remplissez pas toutes les exigences ? Veuillez tout de même poser votre candidature si vous pensez être la bonne personne pour le poste. Nous sommes toujours prêts à discuter avec des gens qui adhèrent à notre mission et à nos valeurs.

Vantage Data Centers est un employeur offrant l’égalité des chances.
Vantage Data Centers n’accepte pas les candidatures non sollicitées provenant d’agences de recrutement. Aucun frais ne sera payé si un candidat proposé sans accord préalable est embauché ; ces candidatures seront considérées comme la propriété exclusive de Vantage Data Centers.