Customer Manager

Description

Job Title: Customer Manager
Location: Frankfurt
Department: Development & Construction
 

Who We Are

At CloudHQ, our mission is to deliver flexible, efficient, and resilient data center solutions to businesses worldwide. Founded by a pioneer in data center REITs, we are a rapidly growing organization with state-of-the-art data center sites Globally in locations such as Ashburn, London, Frankfurt, Paris, Milan, Osaka and São Paulo. 

As we embark on an exciting phase of global growth, we are looking for top-tier talent to drive our success and shape the future of CloudHQ.

Role Overview

The Customer Manager is responsible for supporting and managing tenant relationships during key phases of data center delivery and maintenance, including construction, commissioning, fit-out, and live operations. This role works closely with tenants to ensure their needs are understood and aligned with CloudHQ’s infrastructure and services, while focusing on quality, timing, and operational performance.

As part of the customer-facing team, the Customer Manager works collaboratively across construction, engineering, and operations teams to coordinate tenant-specific requirements such as planned works, change control processes, and event communications, ensuring that disruptions are minimized and customer satisfaction is maintained.

  

Key Responsibilities:

1. Customer Coordination:

• Act as the primary tenant point of contact for customer queries and communications during construction, commissioning, and operations.
• Support tenant onboarding by gathering technical requirements and ensuring that tenant infrastructure specifications are integrated into project delivery plans.
• Manage tenant communications around planned works, including issuing notifications, providing details on scope and schedules, and outlining potential impacts.
• Ensure tenants are informed of any restricted or blocked days, coordinating solutions to mitigate conflicts with planned works.

2. Planned Works Management and permitting arrangements:

• Collaborate with construction teams, engineering teams, and contractors to ensure tenant requirements are captured,      reviewed, and executed as planned.
• Coordinate the submission of Risk Assessments and Method Statements (RAMS) and communicate approval outcomes to tenants for compliance and clarity.
• Facilitate permitting for tenant-specific infrastructure works, ensuring that redundancy-affecting projects provide sufficient notice and approvals in line with customer expectations.
  • Standard works notification: 4 weeks in advance
  • Redundancy-affecting works notification: 45 days in advance
• Help coordinate solutions for deviations from  planned works, escalating issues and providing clarity to tenants and      internal teams.

3. Change Control Oversight: 

• Co-ordinate tenant change control processes (TCO), ensuring that tenant requested works are properly reviewed, documented,      and approved.
• Ensure tenant teams are included in and informed of TCO timelines and execution.

4. Operational Coordination:

• Support the transition from construction handover to operations, ensuring tenant onboarding and fit-out solutions are      delivered seamlessly.
• Work with operations teams to proactively communicate tenant service or maintenance schedules to the construction and commissioning teams.
• Resolve conflicting requirements between construction and operations by acting as a liaison between tenants and CloudHQ teams, addressing concerns around scheduling of maintenance, service disruptions, or infrastructure changes.

5. Quality Assurance & Reporting:

• Ensure tenant-facing infrastructure works adhere to CloudHQ and regulatory standards for quality, safety, and compliance.
• Provide tenants with post-work documentation, including work reports, updated as-built records, and any follow-up action      items.

  

Required Skills & Experience:

1. Technical Expertise:

• Knowledge of data center construction, commissioning, and maintenance best practices.
• Familiarity with MEP systems (Mechanical, Electrical, Plumbing) and CSA systems (Civil, Structural, Architectural) involved in tenant operations.
• Experience with planned works processes, including risk management protocols like RAMS and change control.

2. Custom