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Customer Experience Manager

Job DescriptionJob DescriptionAbout 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 45+ digital edge and ScalelogixSM hyperscale edge data centers in 12 markets across the United States and Canada along with a carrier-dense ecosystem of 710+ networks, 360+ cloud providers, 30+ onramps and seven 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:

  • Service order management of all customer orders to assist with driving implementation efforts with the Operations staff to ensure industry-leading standards.
  • Documentation and timely management of all customer support requests. 
  • 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. 
  • Address customer concerns and escalations by engaging the necessary internal resources to provide the best solution.
  • Notify customers of maintenance and repair activities.
  • Prioritize multiple workstreams ensuring timely delivery of customer expectations.
  • Coordinate and distribute customer communications for service interruptions or impairments, including post-incident follow up.
  • Ensure compliance of all security standards for the Cologix data centers and its customers.
  • Contact customers to obtain feedback and disseminate information to appropriate Cologix teams.

What makes you a good fit:

  • Bachelor’s degree ; a combination of education and relevant experience will be considered. Minimum of 5 years of professional experience, including at least 3 years in a customer focused role.
  • Familiarity with telecommunications and data center operations.
  • Comfortable navigating ambiguity, adapting quickly to change, and pivoting strategies as needed.
  • Proven ability to drive tasks to completion with a high level of integrity and accountability.
  • Exceptional written and verbal communication skills, with the ability to collaborate effectively across teams and engage with customers at all levels.
  • Highly organized with strong attention to detail.
  • Skilled in effective project management; prioritizing tasks and managing multiple workstreams to deliver results.
  • Self-motivated and capable of working independently or within a team, with minimal direction.
  • Proactive and customer-focused, with the ability to anticipate needs and develop creative, out-of-the-box solutions.

 ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or transfer sponsorship of an employment visa at this time, including CPT/OPT.***Benefits:We offer a competitive benefit package for full-time employees that includes:
Medical, dental, and vision insuranceFlexible spending account optionsNon-accrued PTOCompany paid holidays401k Retirement PlanShort- and Long-Term Employee Discount MarketplaceEmployee Recognition Platform
Individual compensation will be commensurate with the candidate's experience. This position will also be eligible for an annual bonus.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 , , , , , , , , , 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 27001:2022 certified. ISO 27001:2022 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:
 Understanding and following Cologix' information security, cybersecurity and privacy policies, procedures, and standards.Ensuring conformance to all information security, cybersecurity and privacy policies, procedures, and standards.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.Actively participating in Cologix’ efforts to maintain and improve information security

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.