Customer Experience Manager

6 months ago

Toronto, Canada Cologix, Inc. Full time

**_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 ScalelogixSM 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:_**

As a Customer Experience Manager with Cologix, you will be responsible for managing and scaling the Customer Experience function. You will collaborate internally to support service requests, security operations, data center maintenance, and incident management while delivering the Customer Experience at the highest level of customer satisfaction.

**_ What you do daily:_**
- Service order management of all Customer orders to assist with driving implementation efforts with the Operations staff to ensure industry-leading standards.
- Documentation and timely management of all customer support requests.
- Assisting customers through the Cologix onboarding process to provide the necessary tools and resources for a successful customer experience journey, including training within the Cologix Portal to enable self-service.
- Address customer concerns and escalations by engaging the necessary internal resources to provide the best solution.
- Notify customers of maintenance and repair activities.
- Prioritize multiple workstreams ensuring timely delivery of customer expectations.
- Coordinate and distribute customer communications for service interruptions or impairments, including post-incident follow up.
- Ensure compliance of all security standards for the Cologix data centers and its customers.
- Contact customers to obtain feedback and disseminate information to appropriate Cologix teams.

**_ What makes you a good fit: (Qualifications)_**
- Education: Bachelor's Degree
- 2+ years' work experience
- A combination of education and experience is acceptable.
- 3 years in a customer service role.
- Knowledge of telecommunications and data center operations.
- Ability to deal with ambiguity, quickly adapt to change, and pivot as needed.
- Be able to successfully drive all tasks to completion with the highest level of integrity.
- Possess excellent written and oral communication skills and the ability to communicate cross functionally within the organization and to all customers.
- Is highly organized and detail oriented.
- Skilled at prioritization and Project Management to drive output from multiple work streams.
- Must be self-directed and take the initiative to complete tasks with little or no direction in a team environment or independently as needed.
- Strategic and proactive minded; able to anticipate customer needs and identify out of box solutions.
- 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' 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._

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