What are the responsibilities and job description for the Critical Facilities Operations Customer Liaison position at Serverfarm?
Serverfarm is a leading developer and operator of data centers with over 750 locations and key customer relationships in 45 countries. We're revolutionizing how data centers operate across North America, Western Europe, and Israel, serving the world's leading technology and hyperscale companies. With Manulife Investment Management's acquisition in 2023 and our award-winning InCommand platform we're positioned for explosive growth as AI adoption and cloud migration drive unprecedented demand for data center capacity.
A career at Serverfarm means being at the forefront of digital infrastructure innovation, where your work directly impacts how the world's data is managed and secured. As we target 4x growth over the next four years, you'll have unprecedented opportunities to take on new challenges, develop cutting-edge skills, and grow your career across our expanding global operations.
Join our team of innovators and help shape the future of sustainable data centers while building a career without boundaries.
The Data Center Operations Customer Liaison serves as the primary point of contact between data-center operations teams and customers. This role ensures clear, timely, and accurate communication regarding operational activities, maintenance events, incidents, and service delivery. The Customer Liaison plays a critical role in building customer trust, coordinating cross-functional responses, and ensuring customer requirements are understood and met without compromising operational integrity or uptime.
\n- Act as the primary operational point of contact for assigned customers.
- Communicate planned maintenance activities and operational changes.
- Provide real-time updates during incidents and emergency events.
- Coordinate customer access requests and site visits.
- Interface with operations, engineering, and security teams.
- Track customer-impacting issues through resolution.
- Participate in incident response and escalation calls.
- Maintain records of customer communications and approvals.
- Support customer onboarding, reviews, and audits.
- Identify opportunities to improve customer communication processes.
- Bachelor’s degree in Business, Communications, Engineering, or related field.
- 5 years of experience in customer-facing operational roles.
- Strong written and verbal communication skills.
- Experience supporting 24x7 operations.
- Strong organizational and coordination skills.
- Experience in data center or mission-critical environments.
- Familiarity with ITIL or service delivery frameworks.
- Experience supporting SLAs and customer audits.
- Working knowledge of data center security and access processes.
- Customer relationship management
- Incident communication and escalation
- Cross-functional coordination
- Operational awareness
- Professional judgment under pressure
Serverfarm is committed to providing an equal opportunity workplace and offers paid time off, paid holidays, 401k and FULL coverage medical, dental and vision. Our compensation philosophy rewards employees for achieving the values and objectives aligned with the company’s goals and strategic initiatives.
The listed salary range for this position is an estimate based on the competitive job market. Final compensation will be based on your own individual skills, experience, and location.
The above statements are intended to describe the general nature and level of work being performed in this role. They are not intended to serve as an exhaustive list of all possible responsibilities and duties. We encourage you to apply even if your experience isn't an exact match to the job description.
The listed salary range for this position is an estimate based on the competitive job market. Final compensation will be based on your own individual skills, experience, and location.
The above statements are intended to describe the general nature and level of work being performed in this role. They are not intended to serve as an exhaustive list of all possible responsibilities and duties. We encourage you to apply even if your experience isn't an exact match to the job description.
Salary : $75,000 - $85,000