Senior Director, Customer Advocacy

The Senior Director Customer Advocacy acts as the end-to-end project manager and single point of accountability for the delivery of new customer solutions. This role does not directly own any specific functional area (e.g., construction, design, or operations) but is responsible for orchestrating all internal teams involved in delivering the customer solution, from sales handoff to final deployment, ensuring that project milestones, budgets, and customer expectations are met. This position plays a mission-critical role in holding the organization accountable to the client and escalating performance risks to executive leadership when any internal function is misaligned or underperforming.

 

I.    RESPONSIBILITIES AND ACCOUNTABILITIES

 

End-to-End Project Leadership

• Serve as the central project owner for all new solutions being delivered to strategic
• Coordinate efforts across Sales, Design, Engineering, Construction, Operations, and Customer Success to ensure on-time, in-scope, and within-budget execution.
• Develop, maintain, and communicate detailed project plans, timelines, risk logs, and status

Cross-Functional Accountability & Escalation

• Monitor performance across all contributing functions and proactively identify roadblocks, misalignments, or delivery risks.
• Escalate delays or issues to senior leadership when performance deviates from the agreed project plan or customer expectations.
• Serve as the voice of the customer internally, ensuring teams remain aligned with client priorities and contractual commitments.

Customer Communication & Relationship Support

• Provide regular updates to customer, maintaining trust and transparency throughout the
• Represent the customer’s interests in internal meetings, ensuring a consistent and proactive approach to issue resolution.

Process Improvement & Feedback Loop

• Provide post-project retrospectives and feedback to internal teams to identify challenges/inefficiencies.
• Recommend/implement process improvements to drive predictable and scalable delivery

 

II.    MINIMUM REQUIREMENTS

• 7+ years of experience in project or program
• Strong track record of delivering complex, multi-phase projects involving diverse internal
• Ability to influence and coordinate without formal authority across multiple departments and
• Excellent communication, conflict resolution, and executive escalation
• Strong organizational and project tracking abilities; familiarity with project tracking
• PMP, PgMP, or equivalent certification or work experience

 

III. TRAVEL

Travel to data center construction sites, client meetings or conferences as requested and required. Must always carry and answer phone.

 

The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements. This management position will be required to execute a Confidentiality, Non-Disclosure and Non-Compete Agreement.