General Purpose of the Position:

As the principal Client Program Manager you will be responsible for cultivating and managing our relationship with one of our primary client teams, ensuring seamless collaboration and maximizing the benefits of our partnership. This role requires interaction with the highest levels in our organization and is critically important to the success of our business goals.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Essential Duties and Responsibilities:

• Client Relationship Management:
  • Develop and maintain strong, strategic relationships with key stakeholders
  • Stay abreast of the client’s services, updates, and industry trends to provide informed guidance
• Colocation Data Centers:
  • Oversee the integration of the client’s services with our data centers, ensuring optimal performance and reliability of our internal teams as well as clear communication of requirements between the client and Switch
  • Collaborate with technical teams to inform best practices for data center operations
• Project Management:
  • Lead and coordinate projects related to client initiatives, from planning through execution
  • Ensure timely delivery of project milestones and objectives
• Contracts and Negotiations:
  • Manage contracts with client, negotiating terms and conditions to align with organizational goals
  • Monitor contract compliance and address any discrepancies
• Operations and Construction:
  •  Collaborate with internal teams to streamline operational processes related to client services
  • Maintain visibility into construction projects involving client infrastructure, ensuring they meet quality and timeline expectations
• Relationship Building:
  • Foster positive relationships with internal teams to facilitate smooth communication and cooperation
  • Act as a liaison between our organization and client, addressing concerns and promoting mutual understanding

Other Duties:

• Other duties as assigned

Required Job Skills:

• Listening and Interpersonal Skills:
  • Need to actively listen to clients and understand their needs
  • Effective communication helps predict potential issues and maintain client satisfaction
  • Asking questions that encourage clients to express their needs is crucial
• Organizational and Time Management Skills:
  • Managing multiple accounts, projects, and priorities simultaneously requires excellent organizational skills
  • Must be comfortable with navigating multiple aspects of our business and have a working understanding of their high-level function
  • Knowing when to engage subject matter experts from Sales, Engineering, Operations, Construction, Legal, and our Strategy teams is a key to being successful in this position
• Negotiation and Conflict Resolution:
  • Participate in negotiating contracts (amendments & extensions) with clients and resolve any issues or complaints promptly
  • Solid negotiation skills are essential for successful client relationships
• Business Acumen:
  • Understanding business processes, financial aspects, and industry trends helps account managers make informed decisions and provide valuable insights to clients
• Analytical Skills:
  • Must be skilled at analyzing client data to better understand consumer behavior and tailor strategies accordingly

Computer Equipment and Software:

• MS365 (Excel, Word, PowerPoint) / SharePoint & Teams
• MS Project / Primavera P6
• Salesforce
• Bluebeam or similar pdf editing software

Education and Experience:

Education:        Bachelor’s degree or equivalent experience

Experience:      5 years or more relevant management experience

                         Direct experience in the Data Center industry is highly valued

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

If your position requires you to work in the field and/or warehouse, it is mandatory that you wear approved Personal Protective Equipment.