Director, Customer Delivery
New
R
Rowan Digital InfrastructureData Center Infrastructure
Denver, CO/Remote opportunities available for exceptional candidatesFull-TimeDirector
Salary$175k - $220k (Offers Bonus and Equity)
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Job Details
- Experience
- 8+ years in customer success, account management, or a senior customer-facing role, including 3+ years leading and scaling teams
- Required Skills
- Stakeholder managementCustomer SuccessAccount Management
Requirements
- Bachelor’s degree in business, Operations, Engineering, or a related field (advanced degree a plus).
- 8+ years of experience in customer success, account management, or a senior customer-facing role.
- 3+ years of experience leading and scaling teams.
- Experience serving large enterprise or hyperscale customers.
- Proven track record of managing retention and satisfaction in complex, high-value account portfolios.
- Strong command of SLA management, service performance, and customer health reporting.
- Demonstrated ability to influence cross-functional peers and executive stakeholders.
- Experience partnering with sales/business development across the deal lifecycle.
- Excellent executive presence and communication skills during high-pressure incidents.
- Data-driven mindset with the ability to quantify impact and frame trade-offs.
- Ability to travel up to 25-30% for company gatherings or project sites.
- Experience in data center or mission-critical facilities preferred.
- Familiarity with SOC, regulatory, and security audit requirements preferred.
Responsibilities
- Own customer relationships, satisfaction, and retention outcomes across all sites.
- Manage the end-to-end customer Net Promoter Score (NPS) program and performance reviews.
- Oversee SLA adherence and service performance reporting to ensure alignment between expectations and delivery.
- Direct commercial administration, including invoicing, O&M cost tracking, and contract obligation management.
- Translate customer demand into actionable operational requirements and identify risk before escalation.
- Lead structured customer communication during incidents and major events.
- Partner with Business Development to ground customer commitments in operational reality during the sales cycle.
- Lead and scale a cross-functional team spanning Customer Operations, SLA Governance, and Commercial Administration.
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