Customer Technical Program Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

KEY RESPONSIBILITIES:

• Pre-Contract Support: Support customer pre-sales activities by coordinating contractual activities across company stakeholders.

  Works closely with sales and solutions architect team to understand portfolio availability and markets their customer(s) is interested in.

  Integrates and leads Platform Delivery (PD) teams in technical contract/lease reviews to ensure thoroughness and understanding of terms.

  Align with other PD teams to ensure contractual dates and technical requirements are communicated properly.

  Collaborate with design and execution SMEs to understand base building design and identify if modifications are needed to align with customer requirements.

• Lead Customer Engagement and Satisfaction: Serve as the primary technical liaison for customers, facilitating proactive communication between ADC internal teams (SA, PD, SD, Ops) and external teams (Design, Construction, Legal, etc.). 
• Enhance Customer Experience: Drive continuous improvement initiatives to standardize processes across the Customer/ADC portfolio by:

  Optimizing the understanding of Statements of Work (SOW) for both internal and external teams.

  Tracking and implementing lessons learned to create repeatable and efficient workflows for future projects.

  Serving as the primary POC for customer DC build teams.

  Implementing feedback loops.

• Project Engagement: Integrates with functional teams to deliver technical projects from pre-construction to post-delivery and is accountable to the project staying within scope, on time, and within budget by working closely with CMs and DMs.

  Assist execution teams by leading contract/change management reviews, notifications and conversations with the customer.

  All customer lease decisions and communications flow through the cTPM.

• Risk Management: Identify potential project risks early and develop mitigation strategies to ensure successful outcomes throughout project lifecycle.
• Technical Expertise: Provide expertise in data center infrastructure to guide customers through the base build and fit-out phases, ensuring that the facility meets operational and technical requirements.
• Performance Monitoring: Measure and track KPIs to ensure that projects meet customer expectations, operational goals, and contractual obligations.

  Implement lessons learned / customer feedback to track Customer/ADC alignment and ensure continuous improvement.

  Integrate post-delivery assessments, surveys, and customer stakeholder “check-ins” with Customer Success Management.

  Report project success and risks to internal and external teams.

• Market Insights: Stay updated on customer/industry trends and emerging technologies to inform customers and help shape strategic direction for the organization.

STRONGLY DESIRED WORKING EXPERIENCE AND KNOWLEDGE OF:

• Project Management Software (MS Projects, Prolog, Procore, BIM 360, or similar)
• Knowledge and experience working with CAD and/or Bluebeam is a plus
• Sales or customer focused training
• Strong leadership skills in engineering, construction management or sales

QUALIFICIATIONS:

• Bachelor’s degree in Construction Management, Engineering or equivalent
• Minimum 5 years Design or project management experience within data center environment strongly preferred
• Mechanical/Electrical background a plus
• Advanced experience in Excel and/or AutoCAD
• Strong written and verbal communication skills
• Ability to multi-task, with strong time management and organizational skills
• Ability to maintain discretion and confidentiality always
• Ability to understand and follow clear directions and meet specific deadlines with reporting, communication, and project schedules
• Team Player across the organization
• Ability to interpret construction drawings and specifications
• May travel at times up to 25%
  • Knowledge of construction cost estimating methods and development of scopes of work
  • Ability to understand construction project scopes
  • Able to monitor and interpret design and schedule changes and forecast their impact on overall project costs.