CSE Account Manager

Company Overview

Backed by experienced leadership and influential investors, EdgeConneX creates a dynamic and fast-moving environment where flexible, proximate, powerful, and connected data center solutions are delivered. With offices worldwide including Singapore, our global team serves key industries by offering comprehensive infrastructure from core to edge tailored to demanding network, content, and cloud clients.

Role Summary

As an Account Manager within the Global Service Delivery Team, you will serve as the key advocate for customers, overseeing account management after sales across multiple regions including the Americas, EMEA, and Asia Pacific. Reporting to the Account Management Manager, you will be responsible for nurturing customer success and streamlining interactions within EdgeConneX.

Primary Responsibilities

• Simultaneously handle more than 30 small to mid-sized client accounts.
• Serve as the principal liaison for customer satisfaction throughout the entire customer lifecycle.
• Support and facilitate processes related to contract management, portal usage, physical access, deployments, operations, reporting, and billing.
• Champion continuous improvements derived from customer feedback and internal process adjustments.
• Lead cross-functional teams to proactively resolve client needs, analyze root causes, and implement preventive measures.
• Manage customer onboarding and implementation including training and coordination of kickoff meetings.
• Oversee contract compliance and collaborate with sales teams on renewals.
• Prepare and present quarterly business reviews detailing SLA adherence, ticket histories, outages, and other essential metrics.
• Provide assistance for pre-sales activities such as RFP responses and account validations.
• Lead or support customer-specific projects by coordinating cross-functional teams to meet project goals and deliverables.
• Collaborate closely with various internal departments to ensure timely and quality execution of client requirements adhering to company standards.
• Deliver comprehensive verbal and written reports both on routine and ad-hoc bases.
• Maintain clear communication about installation and deployment activities for customers.
• Perform special projects and contribute to cross-departmental efforts as assigned.

Qualifications

• Minimum of three years relevant professional experience.
• A bachelor’s degree is preferred; however, equivalent practical experience will also be considered.
• Demonstrates a strong customer-centric approach while meeting internal goals.
• Excellent written and oral communication skills paired with a keen eye for detail.
• Ability to juggle multiple tasks, prioritize effectively, and drive resolution through teamwork.
• Commitment to continuous improvement and organizational excellence.
• Proficient with Microsoft Office applications.
• Confident presenting information to a range of stakeholders internally and externally.