Global Hyperscale Account Manager

Role Overview

• 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

Requirements

• Bachelor’s Degree preferred
• 5+ years of experience in account management, customer support, project management, or data center / IT service delivery
• A blend of business acumen, large-scale IT systems knowledge, governance, and operations
• Must be able to project confidence and expressiveness in both oral and written communications
• Workload prioritization and personal organization skills are required
• Experience in working cooperatively with peers and managers to achieve common goals
• Technical aptitude around data center power, cooling, networking, and cloud services
• Datacenter colocation experience a plus
• Must be a US Citizen

Tech Stack

• Cloud
• ServiceNow

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities