Customer Care Manager

Fleet Data Centers•Austin, TX

9h•$130,000

About The Position

Fleet is seeking a Customer Care Manager with a strong passion for delivering exceptional customer experiences. This role owns the post-sale relationship for assigned large enterprise and hyperscale customers, ensuring sustained value realization from Fleet’s data center solutions through proactive engagement, operational excellence, and strategic partnership. The Customer Care Manager serves as the primary customer advocate and escalation point for service and operational matters, driving timely resolution, transparent communication, and continuous improvement. This position builds trusted executive-level relationships, navigates complex technical and organizational environments, and ensures strong alignment between customer objectives and Fleet’s capabilities.

Requirements

Bachelor’s degree
5+ years of experience supporting large enterprise customers in wholesale data center or mission-critical infrastructure environments, consistently driving high-quality service outcomes.
5+ years of customer and relationship management experience, including communication, strategic thinking, executive-level stakeholder engagement, and managing complex customer organizations.
5+ years of problem-solving and analytical skills, applied to incident management, root cause analysis, and proactive risk identification and prevention.
5+ years of demonstrated project management experience, including planning, coordination, and execution of complex, customer-facing initiatives.
Bachelor’s degree or equivalent relevant professional experience.

Nice To Haves

Technical proficiency sufficient to engage credibly with hyperscale customers, including knowledge of data center infrastructure, networking, security, and service operations.
Adaptability gained through experience in start-up or rapidly scaling organizations, enabling effective customer support in evolving operational environments.
Ongoing engagement with industry trends and best practices, ensuring customer guidance reflects current technologies and market expectations.

Responsibilities

Serve as the primary post-sale relationship owner and trusted advisor for assigned hyperscale and large enterprise customers, developing a deep understanding of their business objectives, capacity requirements, and technical environments to deliver measurable value and a consistent white-glove experience.
Build and maintain strong, trusted relationships with customer stakeholders and internal teams, proactively identifying risks, dependencies, and opportunities for optimization, growth, and long-term partnership.
Drive customer success outcomes by developing and executing customer success plans; monitoring billing accuracy, Key Performance Indicators (KPIs) and Service Level Agreements (SLAs); maintaining accurate customer environment and service documentation, including adherence to contract requirements; leading Quarterly Business Reviews (QBRs); and acting as the voice of the customer internally.
Lead customer onboarding and operational readiness, coordinating training, enablement, and best-practice adoption to accelerate time-to-value and ensure operational stability within hyperscale data center environments.
Act as the primary escalation point for service, operational, and technical issues, coordinating cross-functional teams to ensure timely resolution, clear customer communication, root cause analysis (RCA), and corrective action planning.
Oversee customer-related projects and initiatives, ensuring alignment to scope, schedule, and budget while proactively communicating risks, dependencies, and mitigation strategies.
Capture and translate customer feedback into actionable insights, partnering with internal teams to influence service improvements, operational enhancements, and customer-driven innovation.
Remain current on hyperscaler requirements, industry trends, and emerging technologies, applying relevant insights to guide customer success strategies and continuous improvement.
Provide thought leadership and operational excellence through documentation, knowledge sharing, and lessons learned to improve internal processes and customer experience maturity.
Prepare and deliver executive-level reporting and presentations, providing clear visibility into account health, performance metrics, realized value, and future opportunities.
Perform additional duties as required to support customer success, operational excellence, and organizational objectives.
Customer-first mindset, with a proven passion for delivering exceptional service and creating long-term value for customers.