• Building trust, loyalty, and solid long-term relationships with key decision-makers at customer accounts and internally with IMDC teams • Manages most aspects for project implementation of IMDC products and services for our hyperscale customer installations and related projects – elicit requirements, support contract approval process, monitor and summarize the process of project schedule, evaluate and analyze risk • Project Management responsibilities include oversight and delegation of project scopes and objectives, project planning documentation, communication, task resource availability management, change and risk management, project performance tracking, ensuring all team-managed projects are completed to high standards of quality, on time, within scope and budget • Oversee project schedule and monitor/update as the project progresses; including communications both externally to the customer and internally to the project team and executives • Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, to promote the business needs of the customer • Serve as the primary customer advocate and management focal point for all assigned key customer(s), exercising independent judgment and discretion to resolve customer escalations • Ensures issues are resolved and implements corrective actions with urgency • Triages, tracks, prioritizes, and resolves all client issues and requests; leveraging ServiceNow where appropriate • Analyzes and uses independent judgment to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional • Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with Sales, CSM, OPS, and other cross-functional team members to ensure high service quality • Develop and maintain relationships at all levels within the customer to position IMDC as a strategic partner to the customer and lead the delivery of data center solutions and services • Leads resolution of customer-related billing issues • Partners closely with sales and marketing to identify and deliver on growth opportunities for IMDC’s business with existing customers • Ability to explain to our customers the organization and its business processes, products, and services so they understand our plans, offerings, and capabilities • Work on customer account renewals and negotiate all commercial aspects of the contract (Term, Pricing, etc.) • Ensure contracts are carried out according to agreed terms • Responsible for accurate renewals opportunity management (forecasting) for your assigned account base in IMDC’s CRM tool • Maintain a high level of awareness in regard to industry trends and competitive activity within the Data & Devices market