Customer Technical Program Manager

SUMMARY : This individual strategically manages customer engagement throughout the data center lifecycle with the goal of ensuring that our customers prefer to work with Aligned over anyone else. Working under supervision, this role requires strong communication skills and demonstrates advanced organizational and time management competencies. A successful Customer Technical Program Manager with Aligned will possess a hunger to drive efficiencies and innovation, the humility to understand we are all working together during the construction process and a heart to provide exceptional service to both internal and external customers and vendors.

KEY RESPONSIBILITIES :

• Pre-Contract Support : Support customer pre-sales activities by coordinating contractual activities across company stakeholders.
• Work closely with sales and solutions architect team to understand portfolio availability and markets their customer(s) is interested in.
• Integrates and leads Platform Delivery (PD) teams in technical contract / lease reviews to ensure thoroughness and understanding of terms.
• Align with other PD teams to ensure contractual dates and technical requirements are communicated properly.
• Collaborate with design and execution SMEs to understand base building design and identify if modifications are needed to align with customer requirements.
• Lead Customer Engagement and Satisfaction : Serve as the primary technical liaison for customers, facilitating proactive communication between ADC internal teams (SA, PD, SD, Ops) and external teams (Design, Construction, Legal, etc.).
• Enhance Customer Experience : Drive continuous improvement initiatives to standardize processes across the Customer / ADC portfolio by :
• Optimizing the understanding of Statements of Work (SOW) for both internal and external teams.
• Tracking and implementing lessons learned to create repeatable and efficient workflows for future projects.
• Serving as the primary POC for customer DC build teams.
• Implementing feedback loops.
• Project Engagement : Integrates with functional teams to deliver technical projects from pre-construction to post-delivery and is accountable to the project staying within scope, on time, and within budget by working closely with CMs and DMs.
• Assist execution teams by leading contract / change management reviews, notifications and conversations with the customer.
• All customer lease decisions and communications flow through the cTPM.
• Risk Management : Identify potential project risks early and develop mitigation strategies to ensure successful outcomes throughout project lifecycle.
• Technical Expertise : Provide expertise in data center infrastructure to guide customers through the base build and fit-out phases, ensuring that the facility meets operational and technical requirements.
• Performance Monitoring : Measure and track KPIs to ensure that projects meet customer expectations, operational goals, and contractual obligations.
• Implement lessons learned / customer feedback to track Customer / ADC alignment and ensure continuous improvement.
• Integrate post-delivery assessments, surveys, and customer stakeholder "check-ins" with Customer Success Management.
• Report project success and risks to internal and external teams.
• Market Insights : Stay updated on customer / industry trends and emerging technologies to inform customers and help shape strategic direction for the organization.

STRONGLY DESIRED WORKING EXPERIENCE AND KNOWLEDGE OF :

QUALIFICIATIONS :

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

At Aligned, we are committed to transparency and fostering a positive employee experience from your very first interaction with us. In compliance with Illinois pay disclosure requirements, when you join Aligned, you'll have access to the following benefits : medical, dental, vision, short and long disability, life insurance and other voluntary benefits, 401k with employer match, bonus opportunities, paid time off, wellness benefits and professional development opportunities, all designed to support your well-being and career growth. We want you to have a clear understanding of what we offer, so you can make informed decisions about your future with us.

Aligned is equally committed to fostering an inclusive workplace and providing equal employment opportunities for all employees. We ensure that all applicants and team members are considered for employment, advancement, and all other employment-related matters without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military or veteran status, or any other characteristic protected by applicable law.

If you require a reasonable accommodation to perform the essential functions of your job due to a disability or medical condition, please contact our People & Culture team. Accommodation requests will be reviewed on a case-by-case basis in accordance with applicable laws. Aligned will make reasonable accommodations where necessary to enable qualified individuals with disabilities to perform the essential functions of their role.