Vacant job

The Customer Experience (CX) Lead for a Data Center is responsible for ensuring seamless, customer-centric interactions and delivering high-quality services to clients operating within the Microsoft ecosystem. This role requires a deep understanding of data center operations, cloud infrastructure, and the Microsoft technology stack, combined with a passion for enhancing customer satisfaction and operational efficiency.

Key Responsibilities

Customer Experience Strategy & Leadership

• Develop and implement customer experience strategies tailored to clients utilizing Microsoft-based data center solutions.
• Lead initiatives to enhance customer engagement, satisfaction, and retention.
• Advocate for the voice of the customer, ensuring feedback is collected, analyzed, and integrated into continuous improvement plans.

Operational Excellence

• Oversee the delivery of data center services to ensure alignment with Service Level Agreements (SLAs) and industry best practices.
• Collaborate with technical teams to resolve customer issues related to Microsoft-based systems, including Azure, Microsoft 365, and hybrid environments.
• Monitor and report on key performance indicators (KPIs) to assess and improve service delivery and customer satisfaction.

Customer Relationship Management

• Serve as the primary point of contact for escalations, ensuring prompt resolution of technical or service-related issues.
• Build and maintain strong relationships with key stakeholders, including IT managers, decision-makers, and partners.
• Conduct regular customer reviews to assess performance, address concerns, and identify opportunities for growth.

Training & Enablement

• Educate customers on data center capabilities, Microsoft technologies, and best practices for optimization.
• Collaborate with internal teams to ensure staff is trained in delivering exceptional customer experiences within the Microsoft ecosystem.

Collaboration & Cross-Functional Coordination

• Work closely with sales, technical, and operations teams to align customer needs with business objectives.
• Partner with Microsoft account managers and support teams to enhance the customer experience.
• Contribute to the development of new services and solutions based on customer insights and industry trends.