Customer Technical Program Manager

About the role

We are seeking a Customer Technical Program Manager to join our dynamic team. This role is part of our exciting growth and involves managing customer engagement throughout the data center lifecycle.

Responsibilities

• 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 customer interest.
• 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.
• Serve as the primary technical liaison for customers, facilitating proactive communication between ADC internal teams and external teams.
• Enhance Customer Experience by driving continuous improvement initiatives to standardize processes across the Customer/ADC portfolio.
• 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.
• Track and implement lessons learned to create repeatable and efficient workflows for future projects.
• Serve as the primary point of contact (POC) for customer DC build teams.
• Implement 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.
• Assist execution teams by leading contract/change management reviews, notifications, and conversations with the customer.
• 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.

Qualifications

• Bachelor’s degree in Construction Management, Engineering, or equivalent.
• Minimum 5 years Design or project management experience within data center environment.
• Strong leadership skills in engineering, construction management, or sales.
• 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.
• Strong written and verbal communication skills.
• Ability to multi-task, with strong time management and organizational skills.
• Ability to maintain discretion and confidentiality.
• Ability to understand and follow clear directions and meet specific deadlines with reporting, communication, and project schedules.
• Team Player across the organization.
• Able to interpret construction drawings and specifications.
• May travel at times up to 25%.
• Advanced experience in Excel and/or AutoCAD.
• Knowledge of construction cost estimating methods and development of scopes of work.
• Ability to understand construction project scopes.

Physical Demands and Work Environment

Frequent standing, walking, sitting, bending, climbing, using hands and fingers, and occasional exposure to moving mechanical parts.