Global Strategic Relationship Director

3 weeks ago

Shoreditch, United Kingdom Colt Data Centre Services UK Limited Full time

Colt Data Centre Services has over 20 years’ experience in designing, building and operating energy-efficient, reliable data centres - hosting significant financial, media, corporate and cloud wholesale providers across the world.

Our customers are at the heart of everything we do, we endeavor to take a customer led approach across our operations striving to serve our customers with a seamless experience no matter what facility or region they are in.

Finding the right solutions for our customer starts with finding the right people for Colt DCS. We believe in creating a healthy, learning environment for our employees to flourish.

**MISSION**

The Global Strategic Relationship Director is responsible for building and maintaining customer relationships as an interface throughout the customer journey. Understanding the customer's strategy and core business is crucial. The focus is to manage theoverall customer relationship, governance, and communication, executing an engagement strategy, and involving internal teams to address issues and concerns.

The Global Strategic Relationship Director should work with the Sales Director early in the process to ensure comprehensive understanding of contract deliverables and obligations and communicate this to the virtual team. Collaborating with Project Delivery,Customer Solutions, and Transition Teams to manage customer expectations, change and setup. The role requires ramping up engagement as the Sales Director's involvement decreases post-signature.

The Global Strategic Relationship Director also works closely with the Local Service Manager to understand local operational issues, H&S concerns, and impact on account performance. They are responsible for internal performance control, business reporting,and ensuring robust mitigations.

**OUTCOMES**

**Order Management** - In anticipation of contract agreement with customer you will work with appropriate teams to ensure Sugar CRM is prepared in advance with applicable Hall structure, relevant and extended products and prices.

You will work with the Sales Support Team to ensure that service orders, components, phasing, indexations and other variable commercial framework elements are understood and reflected in the relevant systems and as agreed at the Always Right Project (ARP)Meeting.

**Project initiation** - You will collaborate with the Project Team during initiation to establish a clear governance structure, communication channels, R&Rs, and reporting framework for the customer. You will attend all customer interactionsand identify opportunities for escalation and communication. "

**Project Changes** - Dealing with project changes and variation Pre and post contracting stage is a key element of this role. You should ensure new/amended customer requirements are clearly understood, a detailed feasibility and statement ofwork are documented and agreed. Any applicable quotes should only then be arranged for customer and evidence of costs to meet requirements should be shared with customer when responding. Variations/additions should be captured through change control log andvariation process.

**Obligation Management** - You will be responsible for understanding and ensuring clear interpretation of contract between customer and DCS. Obligations should be captured in Agiloft CLM, summarized and communicated with the business earlyin the process highlighting any potential constraints or considerations. Any ambiguity should be dealt with early on by you and the DCS position agreed.

You should have a clear understanding of the agreed commercials ensuring additional costs as a result of customer change are appropriately accounted for and charged where applicable and outside of contractual terms.

**Customer Relationship** - Ensure high-quality customer service through regular interactions, engaging with senior levels as appropriate. Escalate issues and risks to relevant stakeholders in alignment with the Programme Team. Proactively engagewith the customer across priority areas and drive global adoption of strategies. Collaborate with the Sales Director to create an Account Development Plan that encompasses customer's strategy, market and product needs, risks, and changes. Understanding ofthe industry and competition is a must."

**THE TEAM**
- Service Management Team
- Sales Directors
- Operations - Site/H&S/Security
- Delivery Team
- Transition Team
- Technology

**THE SKILLS / EXPERTISE YOU BRING**
- Significant Industry Knowledge and experience in a senior-level relationship management role
- Experience in Managing Large, Global and Multi-Million Euro/Yen accounts
- Demonstrable experience in building relationships across multiple levels within a customer organisation including C Level
- Experience in managing contracts, understanding commercial frameworks and sales pipeline management.
- A strategic, thought leader who understands industry trends, internal and external considerations and who has creative tendencies to find out-of-the-box solutions and who takes a pro-active approach to building partnerships with customers.
- Experience of a CRM - SFDC, Sugar or other

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