Customer Success Specialist

About Edged Data Centers Edged is a fast-growing provider of sustainable data centers and energy infrastructure. The company builds and operates a global network of ultra-efficient, AI-ready data centers with waterless cooling for colocation, hyperscale and build-to-suit customers. The highly differentiated infrastructure platform is the first large-scale, global deployment of waterless cooling platform-wide and transforms data center growth into a catalyst for sustainable development. Edged is backed by a deep proprietary technology stack that will include renewable microgrid systems, ultra-clean generators, and waste-to-fuel solutions. The platform is designed for rapid deployment with more than a dozen new data centers operating or under construction across Europe and North America and a gigawatt-scale project pipeline. The North American division of Edged is a joint venture between one of the largest private multinational corporations in the world and an affiliate of Endeavour. Endeavour is a purpose-driven organization helping innovators to develop and launch breakthrough solutions for global challenges in the areas of energy, water, and waste. Endeavour companies are made up of passionate change-makers who want to leave the world better than the way we found it. Today, Endeavour is deploying solutions that are immediately scalable and deliver both high financial returns and positive impact, including EV charging, waterless data center cooling, and advanced energy systems. Opportunity Edged is seeking a dynamic Customer Success Specialist as the primary point of contact to manage customer relationships, services, and overall customer experience. The role will be a vital member of the sales team of the North American division of Edged Data Centers working with Sales and Operations. The Customer Success Specialist is expected to work independently on customer onboarding, complex projects, and support any issues that arise. Responsibilities include the ongoing management of the customer success program, customer reports and continuous improvement of customer portal. The Customer Success Specialist needs to be an agile, team-focused individual, with proven professionalism, who is comfortable in a rapidly changing environment. The right person is trustworthy with confidential information, highly organized, self-motivated, has excellent communication skills, can think strategically, and works equally as well independently as with a team. Edged strives to maintain smooth operations and achieves this by empowering our people, by providing autonomy and flexibility in the way we work, by developing a habit of constant, open communication, and by creating a culture of excellence, appreciation, trust, and respect. Key Responsibilities Include but not limited to: • Customer Success Specialist drives collaboration with client and internal cross functional teams to manage client implementations and meet client requirements timely and efficiently. • Project management and implementation oversight from customer order acceptance through provision of service. • Develop strategies to grow customers through successful customer experience. • Drive data analytics, metrics, and interpretation of a mission critical environment to identify inefficiencies, opportunities, exceptions, and correlations, and proactively respond before they impact the business and its customers. • MBR and QBR draft and review with customers. • Deliver support and service solutions for customers in line with industry best practice. • Monitor the effectiveness of the service against SLA/KPI s, drive through change as needed to deliver continual service improvement. • Coordinate and manage any customer audits including follow up corrective actions. • Identify and implement change within the team to ensure it can take on new service offerings. • Contribute proactively to new service development. • Ensure quality and up-to-date documentation exists for all service arrangements. • Achieve consistent customer satisfaction ratings and respond appropriately to customer feedback on areas for improvement. • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required • Drive a continual service improvement schedule based on a desire to become a world class managed service provider. • Prepare Sales Orders and accompanying exhibits for Customer Intake • Delivery of project requests • Provide training schedule to support implementation and operations for clients • Implement reviews and audits to ensure consistent implementation standards and identification of areas requiring improvement. • Implement and drive a lessons learned method. • Coordinate escalation matrix for new clients and update accordingly • Be the voice of the customer internally and work to consistently improve the customer experience • Coordinate, collect and analyze customer experience surveys. Drive for improvements b...