Customer Success Manager, Data Center Programs

Keel Infrastructure; New York (NY); On-site; USD 115,000 - 155,000; Full time

Job summary

Keel Infrastructure is seeking a Customer Success Manager in Program Delivery based in New York City to serve as the tenant’s day-to-day contact, ensuring intake needs are captured and delivered through design, construction, and operations handover. You will coordinate with Leasing, Engineering, Construction, and Project Controls to keep projects on track and ensure tenant satisfaction.

The role requires 8+ years in tenant-facing roles on mission-critical projects, strong communication, and a

Qualifications

• 8+ years in a tenant/client-facing role on behalf of a complex mission critical project
• Working knowledge of construction delivery, schedules, and change management
• Strong written and verbal communication; comfortable leading tenant meetings
• Bachelor’s degree in engineering, construction management, business, sales, or a related field, or equivalent experience

Responsibilities

• Intake with Leasing and prepare Tenant Deliverable Package (Basis of Design, specifications, drawings, models, OPRs, reporting standards, delivery strategy, acceptance criteria, schedule expectations, assumptions/constraints)
• Maintain the tenant’s deliverable package requirements from intake through operational handover as the source of truth for each work stream
• Own the tenant relationship day to day as single point of contact; run regular touchpoints and action items; prepare tenant-facing reports with Project Controls and the Program Coordinator covering RFIs, schedule, progress, risks, and upcoming decisions
• Manage a change control process to receive, log, and route tenant change requests and issues to closure; evaluate scope, cost, and schedule impact with Project Controls; escalated to the VP of DC Program Delivery when a decision or exception is needed
• Ensure metrics and expectation criteria are included to meet tenant milestones through design, construction, and commissioning; obtain approvals and facilitate feedback through design reviews, construction milestones, and tenant handover readiness
• Deliver a complete close out package with the Program Coordinator; work with Construction to validate punch list items; coordinate with the Director of Quality Assurance / Commissioning and VP of Operations on testing and commissioning requirements
• Deal terms belong to Leasing and Corp Dev; surface commercial questions and misalignment to them early, and address technical, cost, and schedule responses with Engineering and Project Controls
• Evaluate technical information from tenants to flag scope gaps or scope creep; understand the flow of data center design and construction phases from concept through completion

Skills

Tenant-facing experience

Construction knowledge

Strong communication

Reading technical data & schedules

Education

Bachelor’s degree in engineering or related field

Job description

Keel Infrastructure is seeking a Customer Success Manager in Program Delivery based in New York City to serve as the tenant’s day-to-day contact, ensuring intake needs are captured and delivered through design, construction, and operations handover. You will coordinate with Leasing, Engineering, Construction, and Project Controls to keep projects on track and ensure tenant satisfaction.

The role requires 8+ years in tenant-facing roles on mission-critical projects, strong communication, and a