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.
• 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
• 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).
•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.