About our Company:

Based in Denver, Colorado, Cologix is North America's leading network-neutral interconnection and hyperscale edge data center company. Our platform gives customers access to 40+ digital edge and Scalelogix^SM hyperscale edge data centers in 11 markets across the United States and Canada along with a carrier-dense ecosystem of 700+ networks, 360+ cloud providers, 30+ onramps and six Internet exchanges. We provide our nearly 2,000 customers with direct access to our local operations teams, resulting in strong partnerships enabled by exceptional operational support and unparalleled customer service. Backed by one of the largest North American infrastructure funds, Cologix's experienced leadership team, certified staff and commitment to ESG initiatives help form a culture that values our people, our environment and our clients.

About the Position:

The Strategic Customer Experience Manager will be responsible for managing existing relationships with dedicated large enterprise Customers and implementing Customer experience strategies that enhance satisfaction, improve engagement, and drive business growth. They will be responsible for proactively engaging and managing communications (internal and external) related to Customer service requests, security operations, data center maintenance and incident management while maintaining the highest levels of Customer satisfaction. They will have a proven record of excellent written and verbal communication skills, experience in data center operations and/or the telecommunications industry, is a self-starter and problem solver. Candidate will have the ability to work in a fast-paced environment with minimal requirement for task driven supervision.

What you do daily:

Responsible for the overall direction, coordination, implementation, execution, control, and completion of specific projects ensuring consistency with company strategy, commitments, and goals
Design and execute Customer experience strategies that are aligned with business goals, focusing on Customer satisfaction, loyalty, and retention
Drive project completion across multiple teams, anticipating and removing barriers to meet go-live target date
Prepare project status reports and keep team, management, Customers, and others informed of project status and related issues
Facilitate business and technical design sessions and case model design
Identify and map key Customer journeys across touchpoints, identifying pain points and opportunities to improve the Customer experience
Serve as an advocate for the Customer within the company, ensuring customer needs are prioritized in decision-making processes
Respond to all inbound support requests from Customers within industry leading response times
Develop and distribute Customer communication of any service interruption, impairment and maintenance activities, including post-incident follow up
Service order management of all new customer orders and assist with driving implementation efforts with the operations staff to ensure industry-leading standards
Maintain all security standards for the Cologix data centers and its Customers
Document all Customer communications within the Cologix CRM tool
Proactively contact Customers to obtain feedback and disseminate information to appropriate Cologix teams
Hold regular business reviews with Customers to ensure satisfaction throughout the entire company
25% business travel

What makes you a good fit: (Qualifications)

Education: Bachelor’s Degree
Minimum of 4+ years of experience in Customer experience management, customer experience, or a related field, with a focus on strategy development
A combination of education and experience is acceptable
Strategic thinker with the ability to balance long-term vision with short-term execution
Collaborative and team-oriented with a proactive approach to problem-solving
Knowledge of telecommunications and data center operations preferred
Ability to facilitate meetings using the tools associated with coordinating complex teams in various locations, time zones, etc.
Managed technical process changes, implementations, and deployments to meet timelines
Ability to drive internal and external project accountability in a professional manner
Experience with requirement gathering analysis, design, and deployment management
Attention to detail with good organizational capabilities
Ability to prioritize with good time management skills
Can work independently and consistently achieve results
Excellent interpersonal, verbal and written, communication skills
Must be self-directed, understand the requirements, and take the initiative to complete tasks with little or no direction
Experience interfacing with diverse groups
Ability to work well in team environments and independently as necessary

Benefits:

We offer a competitive benefit package for full-time employees that includes:

Medical, dental and vision insurance
Flexible spending account options
Non-accrued PTO
Company paid holidays
401k Retirement Plan
Short- and Long-Term Disability

Individual compensation will be commensurate with the candidate's experience. This position will also be eligible for an annual bonus.

Salary Range

$90,000—$100,000 USD

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Cologix is proud to be an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. If you need assistance in applying for any of our open positions, please contact us at recruiting@cologix.com or call 720-940-2551.

The California Consumer Privacy Act (“CCPA”) creates privacy rights relating to the collection, sale, disclosure, and deletion of consumers’ personal information. The CCPA requires businesses to provide consumers, including job applicants and employees, with information about their rights, including a description of the categories of personal information to be collected and the purpose for which the information will be used. For additional information regarding your rights, including a description of the categories of personal information to be collected and the purpose for which the information will be used, please see https://cologix.com/privacy-policy/.

Cologix’ data centers are ISO 27001:2013 certified. ISO 27001:2013 certification and the Cologix portfolio of information security, information privacy and other industry recognized certifications represents our dedication to insuring the confidentiality, integrity and availability of company and customer information systems and assets. At Cologix, information security is everyone’s responsibility. Cologix employees are responsible for:

Understanding and following Cologix' information security, cybersecurity and privacy policies, procedures and standards.
Ensuring conformance to all information security, cybersecurity and privacy policies, procedures, and standards.
Remaining vigilant and reporting any suspicious activity or possible vulnerabilities, weaknesses, threats, or breaches in Cologix information security to company information security and privacy officers.
Actively participating in Cologix’ efforts to maintain and improve information security.

Customer Experience Manager, Strategic Accounts

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