About STACK
STACK INFRASTRUCTURE (STACK) provides digital infrastructure to scale the world’s most innovative companies. We are an award-winning industry leader in building, owning and operating highly efficient, cost-effective wholesale, colocation and cloud data centers. Each of our facilities meet or exceed the highest industry standards in all operational categories of availability, security, connectivity, and physical resilience.
STACK offers the scale and geographic reach that rapidly growing hyperscale and enterprise companies need. The world runs on data, Data runs on STACK.
JOB DESCRIPTION:
Summary/Objective
Reporting to the Client Services Director, APAC supported by Managing Director, Japan, this role is responsible for client contractual compliance, service level achievement and overall client satisfaction. In this role you will provide a professional and efficient first point of escalation for our clients and ensure their experience aligns with our One STACK approach.
Responsibilities
- Administer the client service framework, aligning client expectations with the data center operational model. This includes service management process implementation and managing client continuous improvement.
- Cultivate strong relationships with key stakeholders and advocate client-centric approaches.
- First point of escalation for customer issues, managing through to resolution.
- Collaborate with cross-functional teams to address client pain points and deliver world class services.
- Monitoring account performance, identify areas for improvement, and implement corrective actions.
- Representing the company at client meetings as required.
- Incident Management: Respond and assist in remediation and communication for all incidents affecting the client.
- Continuous Improvement: Leveraging client governance formats, STACK Global best practices, industry certifications and operational metrics, implementing a policy and process for continuous service improvement across APAC. Implement and promote best practices for incident management, problem resolution, and escalation procedures.
- Project Management: Work closely with the STACK delivery team to support new data center and data hall builds, ensuring contract compliance, timeline communication and variation tracking and billing.
- Transition: Oversee the client transition from delivery to operations, ensuring operational processes and service management practices are adhered to, ensuring a successful transition to operational teams’ post-implementation. Manage the end-to-end client onboarding process, ensuring seamless transitions and successful implementations.
- Take charge of service delivery efforts, collaborating closely with internal teams to meet client needs and SLAs.
Travel Required
• Travel between the data center sites and the STACK Japan head office will be required from time to time.
• Travel to other STACK data center sites within Japan and internationally may be required from time to time.
What You’ll Bring:
- 5+ years’ experience in data center colocation account management/operations.
- High level of motivation and initiative.
- Strong understanding of account management techniques and disciplines.
- Proven knowledge and execution of successful continuous improvement strategies.
- Ability to interact with all levels of an organisation.
- Ability to manage complex issues of diverse scope.
- Strong understanding of both local and international customer service norms, expectations, and corporate culture.
- Native level proficiency in written and spoken Japanese; Business level proficiency in written and spoken English
Equal Opportunity Employer
STACK provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
