Customer Experience Manager | Cologix, Inc.

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:
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Service order management of all Customer orders to assist with driving implementation efforts with the Operations staff to ensure industry-leading standards.</li>
<li class=" leading-snug mb-2 pl-2">Documentation and timely management of all customer support requests.</li>
<li class=" leading-snug mb-2 pl-2">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.</li>
<li class=" leading-snug mb-2 pl-2">Address customer concerns and escalations by engaging the necessary internal resources to provide the best solution.</li>
<li class=" leading-snug mb-2 pl-2">Notify customers of maintenance and repair activities.</li>
<li class=" leading-snug mb-2 pl-2">Prioritize multiple workstreams ensuring timely delivery of customer expectations.</li>
<li class=" leading-snug mb-2 pl-2">Coordinate and distribute customer communications for service interruptions or impairments, including post-incident follow up.</li>
<li class=" leading-snug mb-2 pl-2">Ensure compliance of all security standards for the Cologix data centers and its customers.</li>
<li class=" leading-snug mb-2 pl-2">Contact customers to obtain feedback and disseminate information to appropriate Cologix teams.</li>
</ul>
What makes you a good fit: (Qualifications)
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Education: Bachelor’s Degree</li>
<li class=" leading-snug mb-2 pl-2">2+ years’ work experience</li>
<li class=" leading-snug mb-2 pl-2">A combination of education and experience is acceptable.</li>
<li class=" leading-snug mb-2 pl-2">3 years in a customer service role.</li>
<li class=" leading-snug mb-2 pl-2">Knowledge of telecommunications and data center operations.</li>
<li class=" leading-snug mb-2 pl-2">Ability to deal with ambiguity, quickly adapt to change, and pivot as needed.</li>
<li class=" leading-snug mb-2 pl-2">Be able to successfully drive all tasks to completion with the highest level of integrity.</li>
<li class=" leading-snug mb-2 pl-2">Possess excellent written and oral communication skills and the ability to communicate cross functionally within the organization and to all customers.</li>
<li class=" leading-snug mb-2 pl-2">Is highly organized and detail oriented.</li>
<li class=" leading-snug mb-2 pl-2">Skilled at prioritization and Project Management to drive output from multiple work streams.</li>
<li class=" leading-snug mb-2 pl-2">Must be self-directed and take the initiative to complete tasks with little or no direction in a team environment or independently as needed.</li>
<li class=" leading-snug mb-2 pl-2">Strategic and proactive minded; able to anticipate customer needs and identify out of box solutions.</li>
</ul>
Benefits:
We offer a competitive benefit package for full-time employees that includes:
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Medical, dental and vision insurance</li>
<li class=" leading-snug mb-2 pl-2">Flexible spending account options</li>
<li class=" leading-snug mb-2 pl-2">Non-accrued PTO</li>
<li class=" leading-snug mb-2 pl-2">Company paid holidays</li>
<li class=" leading-snug mb-2 pl-2">401k Retirement Plan</li>
<li class=" leading-snug mb-2 pl-2">Short- and Long-Term Disability</li>
</ul>
Individual compensation will be commensurate with the candidate’s experience. This position will also be eligible for an annual bonus.
Salary Range
$70,000—$80,000 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:
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2">Understanding and following Cologix’ information security, cybersecurity and privacy policies, procedures and standards.</li>
<li class=" leading-snug mb-2 pl-2">Ensuring conformance to all information security, cybersecurity and privacy policies, procedures, and standards.</li>
<li class=" leading-snug mb-2 pl-2">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.</li>
<li class=" leading-snug mb-2 pl-2">Actively participating in Cologix’ efforts to maintain and improve information security.</li>
</ul>

Customer Experience Manager | Cologix, Inc. | Remote (United States)

Similar Jobs

Recent Jobs

You May Also Like