Strategic Account Manager, NA

Job description

About Vantage

Vantage powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Position Overview This role will be based at our campus in Québec, QC, Canada.

The Strategic Account Manager is the primary owner of the customer experience for assigned hyperscale and strategic customers. The SAM serves as the central orchestrator across Sales, Construction, Operations, Legal, Finance, Security, and Customer Experience teams to ensure customer commitments are fulfilled and customer outcomes are achieved.

This role owns customer governance, stakeholder engagement, readiness tracking, issue management, success planning, and ongoing account health throughout the customer lifecycle.

Essential Job Functions

- Primary Point of Customer Contact aka CEO of your own business.

- Own customer governance for assigned strategic accounts.

- Develop and maintain Customer Success Plans tied to customer goals and business outcomes.

- Facilitate recurring customer meetings, MBRs, and operational reviews.

- Coordinate customer onboarding, readiness, and RFS activities.

- Lead customer communications across incidents, escalations, and milestone events.

- Maintain Executive Connect plans and executive engagement documentation.

- Monitor customer health indicators, Voice of Customer trends, SLA performance, and operational issues.

- Coordinate issue resolution and drive corrective action closure.

- Develop executive-ready reporting and account summaries.

- Maintain account data and inputs for Hyperscale 360 and leadership reporting.

Job Requirements

- Bachelor’s degree in Business Administration, Computer Science, Sales or a related field or equivalent experience required.

- 5+ years of experience in customer success, strategic accounts, service delivery, program management, or a related field.

- Strong customer relationship management experience.

- Strong communication and executive presentation skills.

- Experience managing cross-functional initiatives without direct authority.

- Fluency in both French and English is required due to the need to interact with customer and internal stakeholders across North America.

Preferred Qualifications

- Experience supporting hyperscale cloud, colocation, or mission-critical infrastructure customers.

- Experience leading MBRs and QBRs.

- Knowledge of data center operations and customer onboarding processes.

#LI-OC1


 We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard and efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.

Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community.

Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values.

Vantage is an Equal Opportunity Employer.

Vantage 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.