Customer Manager

Description

At CloudHQ, our mission is to deliver flexible, efficient, and resilient data center solutions to businesses worldwide. Founded by a pioneer in data center REITs, we are a rapidly growing organization with state-of-the-art data center sites Globally in locations such as Ashburn, London, Frankfurt, Paris, Milan, Osaka and São Paulo.

As we embark on an exciting phase of Global growth, we are looking for top-tier talent to drive our success and shape the future of CloudHQ.

The Customer Manager serves as the primary customer-facing representative for the landlord during the delivery of large-scale data center projects. This role is responsible for building strong customer relationships, managing communications, coordinating customer requirements, and driving resolution of technical, commercial, and operational issues throughout the project lifecycle.

The Customer Manager works closely with development, design, construction, commissioning, operations, and external customer teams to ensure successful project delivery, customer satisfaction, and seamless transition into operations. 

Requirements

Customer Relationship Management

• Act as the primary point of contact between the customer and landlord organization.

• Build and maintain strong working relationships with customer stakeholders at all levels.

• Ensure customer expectations are understood, managed, and aligned with contractual obligations.

• Lead regular customer meetings, progress reviews, and executive updates.

• Manage escalations and facilitate timely issue resolution.

Project Delivery Support

• Represent the customer's interests throughout design, construction, commissioning, and handover.

• Coordinate customer reviews, approvals, inspections, and witness testing activities.

• Ensure customer requirements are clearly communicated to project delivery teams.

• Track customer actions, decisions, risks, and dependencies.

• Support project teams in identifying and mitigating customer-related delivery risks.

Communications & Reporting

• Develop and maintain communication plans with internal and external stakeholders.

• Prepare executive-level reports, presentations, and project status updates.

• Communicate schedule impacts, risk items, design changes, and project milestones.

• Facilitate transparent and timely information flow between all parties.

Handover & Operational Readiness

• Lead customer readiness activities associated with building turnover.

• Coordinate documentation, training, asset information, and operational requirements.

• Support development of phased handover strategies and occupancy plans.

• Ensure punch lists, defects, and customer concerns are appropriately tracked and resolved.

• Facilitate smooth transition from construction to operations teams.

Risk & Issue Management

• Identify project risks that may impact customer delivery commitments.

• Coordinate cross-functional teams to drive issue resolution.

• Track open actions and ensure accountability among stakeholders.

• Escalate critical issues appropriately while maintaining customer confidence.

Commercial & Contractual Support

• Maintain awareness of customer contractual obligations and key delivery milestones.

• Support change management processes and customer-driven scope modifications.

• Coordinate with commercial, legal, and project controls teams as required.

• Ensure customer communications align with contractual commitments.

Preferred Qualifications

• Experience working with hyperscale customers (AWS, Microsoft, Google, Meta, etc.).

• Knowledge of data center design, construction, commissioning, and operations.

• PMP, Prince2, or equivalent project management certification.

• Experience managing large-scale capital projects.

Key Competencies

• Customer Focus

• Relationship Management

• Leadership & Influence

• Communication & Presentation Skills

• Negotiation & Conflict Resolution

• Risk Management

• Project Coordination

• Executive Presence

• Problem Solving

• Accountability & Ownership

Success Measures

• Customer satisfaction and relationship effectiveness.

• Achievement of contractual milestone commitments.

• Timely resolution of customer issues and escalations.

• Successful project handover and operational readiness.

• Delivery of projects on schedule and within agreed scope.

• Effective management of stakeholder expectations and communications.