Customer Technical Program Manager

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.

Does the thought of joining one of the fastest-growing, privately held data center companies sound exciting to you? Do you enjoy collaborating with team members to drive and operate some of the industry's leading and most innovative infrastructure solutions?

At Aligned Data Centers, not only do we celebrate success across our platform, we celebrate the very teams that drive and support that success! Our culture is founded in passion, engineered from innovation, and driven by the pursuit of operational excellence. We are a company dedicated to driving positive change in the industry through continuous data center innovation, diversity and inclusion, and corporate sustainability.

We realize not only is providing a comprehensive benefits package important, but we also provide a generous 401k match with immediate vesting, free membership to Gympass which provides our employees a rich health and wellness benefit and competitive time off plan. Giving back and having fun is important to our team whether it be serving our communities or employee and customer events. Our Aligned DNA is what makes us unique and successful!

As part of our exciting growth, we are currently searching for a Customer Technical Program Manager.

This individual strategically manages customer engagement throughout the data center lifecycle with the goal of ensuring that our customers prefer to work with Aligned over anyone else. Working under supervision, this role requires strong communication skills and demonstrates advanced organizational and time management competencies. A successful Customer Technical Program Manager with Aligned will possess a hunger to drive efficiencies and innovation, the humility to understand we are all working together during the construction process and a heart to provide exceptional service to both internal and external customers and vendors.

Key Responsibilities:

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

Qualifications:

• 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.

Competencies:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Physical Demands and Work Environment:

• Frequently required to stand/walk/sit
• Frequently required to bend/climb
• Frequently required to utilize hand and finger dexterity
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