Director, Customer Management

Job description

The Director of Customer Management is responsible for cultivating strong customer relationships, driving revenue growth through strategic leasing, and ensuring seamless collaboration across internal teams. This role acts as a trusted advisor to customers and a key connector within Compass, balancing strategic priorities with operational execution. MAIN RESPONSIBILITY • Represent Compass in the marketplace, building trust and expanding customer partnerships while identifying new opportunities for growth. • Deliver on Net Operating Income (NOI) objectives through effective leasing strategies and proactive customer engagement. • Coordinate cross-functional teams during complex deal cycles, ensuring alignment on priorities, timelines, and deliverables. • Maintain transparency and internal awareness through consistent communication and detailed reporting. • Oversee post-lease handover processes, ensuring accuracy and clarity through standardized documentation and visuals. • Develop account roadmaps and organizational charts to strengthen customer engagement and expand relationship depth. • Lead Quarterly Business Reviews (QBRs) to evaluate performance and identify areas for improvement. • Collaborate with marketing and product teams to align offerings with customer needs and market trends. • Monitor competitive landscape and industry developments to inform strategic decisions. Behavioral Competencies • Positive Influencer – Demonstrates optimism and composure during high-pressure situations, fostering collaboration and team confidence. MAIN RESPONSIBILITY • Represent Compass in the marketplace, building trust and expanding customer partnerships while identifying new opportunities for growth. • Deliver on Net Operating Income (NOI) objectives through effective leasing strategies and proactive customer engagement. • Coordinate cross-functional teams during complex deal cycles, ensuring alignment on priorities, timelines, and deliverables. • Maintain transparency and internal awareness through consistent communication and detailed reporting. • Oversee post-lease handover processes, ensuring accuracy and clarity through standardized documentation and visuals. • Develop account roadmaps and organizational charts to strengthen customer engagement and expand relationship depth. • Lead Quarterly Business Reviews (QBRs) to evaluate performance and identify areas for improvement. • Collaborate with marketing and product teams to align offerings with customer needs and market trends. • Monitor competitive landscape and industry developments to inform strategic decisions. Behavioral Competencies • Positive Influencer – Demonstrates optimism and composure during high-pressure situations, fostering collaboration and team confidence. • Strategic Communicator – Clearly articulates organizational priorities and strategic objectives to both internal teams and external stakeholders. • Proactive Relationship Builder – Actively cultivates cross-functional relationships and ensures regular in-person engagement to strengthen trust and alignment. • Accountable Leader – Takes ownership of commitments, drives accountability within the team, and upholds organizational values consistently. • Continuous Improver – Identifies opportunities to enhance processes, tools, and outcomes by leveraging insights from customer and internal interactions. EDUCATION & EXPERIENCE Job Experience • 10+ years of experience in customer management, strategic account leadership, or enterprise sales within technology, real estate, or data center sectors. • Demonstrated success in achieving revenue targets and managing complex negotiations. • Proficiency with CRM systems (Zoho preferred) and organizational mapping tools (LucidChart). Education Bachelor’s degree in Business, Finance, Marketing, or related field required; MBA preferred. Language Fluent professional proficiency in English is required. Additional language skills relevant to the market are a plus. KNOWLEDGE & SKILLS • Strong relationship-building and negotiation capabilities. • Exceptional communication and presentation skills, with the ability to articulate strategic priorities clearly. • Skilled at managing multiple priorities under pressure while maintaining a collaborative approach. • Analytical mindset with ability to interpret data and generate actionable insights. • Understanding data center industry trends and customer requirements. This description is intended to reflect the primary functions of the job. However, it is not an all-inclusive listing. Further, the job description is subject to change at the discretion of management.