Customer Manager

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. Customer Relationship Management: Demonstrated ability to manage customer communications while ensuring tenant satisfaction during critical project phases. Proven experience in fostering strong customer relationships, acting as their advocate within project management teams. 3. Coordination & Problem-Solving Skills: Ability to coordinate between tenants, contractors, and internal teams to ensure smooth infrastructure delivery and avoid disruptions. Skilled in identifying risks and creating mitigation strategies during tenant-related construction and operational phases. 4. Communication Skills: Excellent written and verbal communication skills, capable of navigating technical and project-specific conversations with tenants and internal teams. Ability to create clear and professional reports and presentations for tenant updates and internal use. Excellent dual language proficiency (English /German) 5. Preferred Qualifications: Education: Degree in Engineering, Construction, or a related field. Experience: 5 years in a customer-facing project management role, preferably in the data center, critical infrastructure, or large-scale construction industries. Familiarity with tenant permitting and operational compliance processes. Professional certifications (e.g., PMP, LEED AP) are advantageous. 6. Key Competencies: Project management skills to manage the effort of a multidisciplinary team sourced from the delivery partners of CloudHQ to create Customer Advocacy: Ability to represent tenant interests internally while ensuring alignment with project goals. Attention to Detail: Ensuring tenant-specific requirements are captured and executed during project phases. Risk Management: Proactive identification and mitigation of tenant-facing challenges. Collaboration: Skilled at working cross-functionally across multiple teams to deliver seamless customer experiences. At CloudHQ, you’ll be part of a team delivering world-class data centers that power global digital infrastructure. As Customer Manager, you will play a critical role in ensuring tenant satisfaction during all phases of infrastructure delivery—building relationships and driving operational excellence. This role offers career growth, exposure to large-scale projects, and the chance to work with industry-leading professionals across Europe. Based on a project, you will report into the project delivery team for day to day working and be part of the customer management team which supplies strategic support within the development team. Join today and make an impact!