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Vice President of Client Services

Company: Coresite
Location: Denver
Posted on: November 22, 2021

Job Description:

The Vice President of Client Services will lead the Client Services function in the timeliness, accuracy, and customer satisfaction related to customer deployments and expansions in all CoreSite markets. The individual will improve existing team goals, processes, training and documentation to achieve company objectives and identify solutions for complex technical issues. This role will also directly manage a geographically diverse group of Project Managers and ensure the quality of their daily activities and achievement of identified goals including excellent communication and coordination between the Project Managers and the customer.

Duties:

  • Lead Project Manager activities and prioritization by developing OKRs related to the overall planning, management, and completion of customer move-ins and expansions
  • Inspire the Client Services team to deliver their best work by allocating a balanced workload and developing the team for success
  • Pro-actively identify internal process improvements and drive cross-functional alignment across all areas of the organization to ensure customer satisfaction and loyalty
  • Ensure high quality and accuracy of Project Manager interactions with customers, co-workers, and vendors to achieve identified goals, including onboarding meetings, new user orientation, customer portal support, etc.
  • Manage the accuracy of cases and deployment activity in relation to Service Agreement/Order Forms and other approved customer requests, including adherence to contractual Service Level Agreements
  • Ensure accurate and timely processing of all customer orders (Power, Cross Connection, cage/cabinet builds, and package deliveries); manage support resources to ensure accurate work orders
  • Deliver excellent customer service throughout the customer lifecycle by anticipating customer needs and through pro-active communication with customers and other internal departments
  • Collaborate with internal business units to evaluate, identify, and resolve risks to customers
  • Identify and facilitate customer growth opportunities and product utilization, working with the customer account owners
  • Represent the voice of the customer internally and obtain feedback on service
    • Strong leadership skills and a passion to do what is right for customers while understanding and balancing the needs of the business
    • Strong interpersonal skills with the ability to drive improvement throughout the organization through influence in addition to direct management reporting
    • Knowledge of multi-tenant data center customer applications and operating environment
    • Basic data center knowledge and internetworking domain expertise
    • Excellent project management skills and ability to develop these skills in the team
    • Dedicated to exceeding expectations and driving a similar mindset across the team
    • Excellent verbal and written communication skills and executive presence
    • Ability to motivate employees to deliver world-class customer service
    • Analytical skills to measure and interpret data and make appropriate decisions
    • Deep understanding of root cause investigation protocol
    • Ability to manage 7x24 on call responsibilities
    • Ability to build collaborative relationships with strategic customers and internal teams
    • Ability to work well under pressure and meet deadlines
    • Advanced computer skills and ability to learn new technologies quickly
    • Flexibility and creativity to meet customer needs
    • Excellent organizational skills
      Education/Experience:
      • Bachelor's degree, master's degree a plus
      • 15 years' experience in customer service
      • 5 years' experience in leadership/strategic positions
      • Project management experience, PMP a preference
      • Co-location, data center, or managed IT services experience
        Physical Demands:

        The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
        While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects; reach with hands and arms; climb stairs; balance; stoop or kneel; talk and hear. The employee must occasionally lift and/or move up to 25 pounds.Not only does CoreSite have a fun, team-focused work environment, but we also offer great benefits!
        • Annual discretionary bonus incentive
        • Medical and Vision coverage through Cigna Heath Care
        • Telemedicine through MDLive
        • Dental Insurance through Delta Dental
        • Life Insurance and Short-Term & Long-term Disability Insurance fully paid by the company
        • Voluntary coverage benefits for Life and AD&D, Critical Illness, Accident Coverage, and Hospital Indemnity
        • Medical and Dependent Care Flexible Spending Account (FSA) Plans and Health Saving Account (HSA) Plans
        • 401(k) retirement savings plan with a generous company contribution
        • Free parking or a company contribution toward a public transit pass
        • 16 days of Personal Time Off (PTO)
        • 10 paid Holidays
        • Wellness program with annual incentive

          Applicant Privacy Notice: CoreSite is committed to protecting the privacy and security of personal information submitted by applicants. The California Consumer Privacy Act (CCPA) requires us to provide you information about our personal information handling practices. As a result, we're providing this Privacy Notice that describes how we collect, use, share, and update personal information from individuals who wish to be considered for employment with CoreSite. To read the Applicant Privacy Notice, please go to .

Keywords: Coresite, Denver , Vice President of Client Services, Executive , Denver, Colorado

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