Customer Success Manager

Opportunity

Edged is seeking a seasoned Customer Service Manager as the primary point of contact to manage customer relationship, 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 Service Manager is expected to work independently on customer onboarding, complex projects, and support any issues that arise with minimal management guidance. Responsibilities include the development and ongoing management of the customer support program, customer reports and continuous improvement of customer portal.

The Customer Service Manager 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.

About Edged

Edged is a fast-growing global network of carbon neutral, zero-water data centers that leads the industry in energy efficiency. Edged is backed by a deep proprietary technology stack including advanced waterless cooling, renewable microgrid systems, ultra-clean generators, and waste-to-fuel solutions. The platform is designed for rapid deployment and has so far announced nine major projects in construction in the U.S., with many more in development.

The North American division of Edged is a joint venture between an affiliate of Endeavour and one of the largest private multinational corporations with business lines including technology, energy, engineering, as well as other materially related economic sectors. Endeavour is a purpose-driven organization helping innovators to develop and launch solutions for global challenges in the areas of energy, water, and waste to guarantee renewable energy and clean water to everyone, everywhere. 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 profitable, including EV charging, data center cooling, and energy systems.

Key Responsibilities

Include but are not limited to:

• Customer Service Manager 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.
• Design and deliver support and service solutions for customers in line with industry best practice.
• Monitoring the effectiveness of the service against SLA/KPI’s, driving through change as needed to deliver continual service improvement.
• Coordinate and manage any customer audits including follow up corrective actions.
• Oversee order process management within Carma
• Capable of identifying and implementing change within the team to ensure it can take on new service offerings.
• Contribute proactively to new service development.
• Ensure quality, up-to-date documentation exists for all service arrangements.
• Achieve consistent customer satisfaction ratings and respond appropriate 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.
• Delivery of project requests
• Develop / provide training schedule to support implementation and operations for clients
• Develop and implement reviews and audits to ensure consistent implementation standards and identification of areas requiring improvement.
• Implement and drive a “lessons learned” method.

Skills & Requirements

Education / Experience

• Bachelor’s degree in Engineering, Information Technology and or a related field in customer support. 
• Minimum of 5 - 10 years of experience in data centers customer support/success, Sales and or operations.
• Experience in large-scale planning and coordination, with experiencing delivering multiple concurrent projects on tight timelines.
• A solid understanding of enterprise level infrastructure and services.
• Have excellent customer management skills.
• Knowledge of data center infrastructure, including HVAC, electrical and security systems.
• Requires advanced analytical and quantitative skills.
• A solid understanding of financial management, budgeting, and forecasting
• 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.
• ITIL certification is a plus.

Specific Skills / Abilities

• Strong written and oral communication skills.
• Process and workflow development.
• Ability to analyze and solve problems involving several options with limited information.
• 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.
• Proficient in budget management and financial analysis.
• Ability to work under pressure and manage multiple priorities.
• Demonstrated success managing customers.
• Ability to travel as needed but expected up to 50% of the time.

The United States targeted base salary pay range for this position is: $120,000-$150,000 bonus (this range will vary by location) 

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. 

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 age, religion, national origin, gender identity or expression, sexual orientation, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.