Job Description

Responsibilities:
Act as the primary interface between the customer and internal functions (operations, design & build, delivery, etc.) for all post-sales activities.
Ensure timely and efficient onboarding of new customers, coordinating all internal and external stakeholders.
Track and monitor day-to-day service delivery and ensure SLAs are being met across uptime, availability, and response time metrics.
Proactively manage customer escalations, coordinate resolution efforts, and provide timely updates.
Conduct regular review meetings with customers to discuss performance, highlight achievements, and address concerns.
Maintain a clear view of the customer's contract obligations, project milestones, and compliance requirements.
Coordinate any change requests or upgrades (e.g., additional power, racks, access, etc.) with the relevant internal teams.
Ensure internal readiness and ownership during key audits, site visits, or executive interactions involving the customer.
Track all customer tickets, incidents, and operational matters to ensure closure within defined timelines.
Maintain structured documentation, dashboards, and reporting on customer health and operational performance.
Qualifications:
Bachelor's degree in Engineering or related field (preferred: Electrical, Electronics, or Mechanical).
6-10 years of experience in customer success, service delivery, or program/account management in data center, telecom, or large infrastructure setups.
Strong understanding of data center operations, infrastructure lifecycles, and customer engagement practices.
Hands-on experience coordinating with cross-functional teams to resolve operational or delivery-related issues.
Excellent communication, stakeholder management, and documentation skills.
Detail-oriented with strong follow-up discipline and ability to multitask.
Proficiency in MS Excel, PowerPoint, and service management tools (e.g., ServiceNow, Jira, or internal ticketing platforms).
Ability to manage enterprise customers with a mature and professional approach.