Director, Customer Delivery

Lead customer relationships across all sites, with direct ownership of satisfaction and retention outcomes

Build and maintain trust-based relationships that hold up through both routine operations and high-pressure incidents

Run customer-facing performance reviews and operations-focused business updates that strengthen confidence in our delivery

Own the customer Net Promoter Score (NPS) program end to end; designing and running the survey cadence, analyzing results, and driving the follow-up actions that turn feedback into improved satisfaction and retention

Oversee SLA adherence and service performance across the portfolio, owning the customer health picture

Track and report on SLA performance and customer satisfaction and proactively close the gaps between what customers expect and what operations can deliver

Partner with SLA & Performance Governance to ensure customer-facing reporting is accurate, consistent, and defensible

Own customer invoicing end to end, ensuring charges accurately reflect contracted terms, service levels, and actual delivery, and that invoices are issued accurately and on time

Own the accounting for operations and maintenance (O&M), including cost tracking, cost recovery, and pass-through charges, ensuring they are accurate, documented, and defensible

Serve as the customer-facing owner for billing questions, disputes, and reconciliations, driving internal resolution and keeping the customer informed

Own the commercial administration of each account, including invoicing status, outstanding items, credits, true-ups, and contractual obligations

Maintain a clear, accurate picture of the commercial health of every account and report on it to internal stakeholders and customers

Turn customer expectations into clear, actionable operational requirements

Bring customer commitments into operational planning, and flag early where those commitments may collide with operational constraints

Identify and surface customer-driven risk before it escalates into an operational or reputational issue

Own structured, timely customer communication during incidents and major events

Align with Operations and Security on the communication strategy when performance issues arise

Partner with Business Development during the sales cycle to ground customer commitments in operational reality, advising on what the organization can realistically deliver before SLAs and service terms are finalized

Provide input on SLA structures, service-level commitments, and operational constraints during deal shaping and contract negotiation, so the organization commits only to what it can stand behind

Own a clean handoff from sales to delivery, ensuring commitments made during the pursuit are fully understood by operations and reflected in onboarding and ongoing service

Support expansion and renewal by surfacing account health, satisfaction signals, and growth opportunities to Business Development

Build, coach, and scale a customer-facing organization spanning Customer Operations, SLA & Performance Governance, Commercial Administration, and site-aligned teams supporting hyperscale and neo cloud accounts

Set team structure, goals, and the performance frameworks that hold the function accountable

This role sits at the intersection of the customer and the operating system. Your effectiveness depends on a clear, disciplined relationship with the other senior functions:

You surface the customer’s existing commitments, SLA requirements, and risk signals that tell us, “This is what the customer will hold us accountable for.” Operations decides how to deliver within system constraints. When customer expectations and system performance conflict, Operations makes the final operational call; your job is to make sure the customer’s reality is fully understood before that call is made.

You communicate which metrics matter most from the customer’s perspective and align on the reporting frameworks used in customer-facing communication. Analytics owns how those metrics are defined, calculated, and kept consistent. Together, you carry the customer signal, while Analytics ensures it is measured accurately.

You relay the customer’s security requirements, audit expectations, and constraints that tell us, “These are the requirements we are accountable to.” Security confirms what is enforceable and defines the security posture. You align so that commitments made to customers are ones the organization can actually stand behind.

Business Development owns the pursuit and closes the deal. You partner with them throughout the sales cycle as the operational reality check, advising on what can realistically be delivered so the SLAs and service terms they commit to are ones the organization can stand behind.

Business Development holds the pen on commercial terms and speaks for Rowan commercially; your role is to ground those terms in operational reality. Once a deal is won, you own the handoff into delivery, and as the relationship matures, you feed account health and growth signals back to Business Development to support renewal and expansion. Together: Business Development wins the work; you make sure what is promised is what we can deliver.

Bachelor’s degree in business, Operations, Engineering, or a related field; advanced degree a plus

8+ years in customer success, account management, or a senior customer-facing role, including 3+ years leading and scaling teams; ideally serving large enterprise or hyperscale customers

Proven track record of owning retention and satisfaction outcomes across a portfolio of high-value, complex accounts

Strong command of SLA management, service performance, and customer health reporting in an operational or infrastructure environment

Demonstrated ability to influence without authority and drive alignment across functional peers and executive stakeholders

Experience partnering with sales or business development across the deal cycle, including advising on SLAs and service commitments and owning the handoff from sales to delivery

Excellent communication and executive presence, with the ability to lead calmly and clearly during incidents and high-pressure events

A data-driven mindset that is comfortable working with performance metrics, framing trade-offs with quantified impact, and defending reporting to customers

Sound judgment that balances customer advocacy with operational realism, and surfaces risk early without manufacturing escalation

Preferred: experience in data center, critical infrastructure, or mission-critical facilities; familiarity with SOC, regulatory, and customer security/audit requirements

In this role, success is the consistent, credible representation of the customer, including advocacy balanced with realism about what operations can deliver. A high performer:

Maintains strong, trust-based customer relationships that endure through incidents

Communicates clearly during both normal operations and disruptions

Identifies and surfaces customer risk early

Provides clear articulation of customer commitments and expectations to internal teams

Flags risks where operational decisions may impact SLAs or customer satisfaction

Enables cross-functional alignment without creating unnecessary escalation

At Rowan, we are a distributed team united by a common mission to transform data center delivery. Across our two offices, we offer a hybrid work environment supported by teamwork, technology, and in-office gathering time to help you be successful. We are headquartered in downtown Denver, Colorado and have an office in Seattle, Washington. Our team of talented and passionate individuals is spread out across the U.S.

At Rowan, we want to make sure you can do great work. We offer competitive benefits focused on helping you be and achieve your best.

Hybrid working environment

Team building and educational opportunities

Generous benefits package including robust health benefits and a 401(k)-company contribution

Unlimited PTO

RTD ECO pass or parking reimbursement

Competitive compensation, bonus, and an incentive plan

Rowan Digital is an equal opportunity employer. We welcome and celebrate diversity in all aspects of our workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. We strive to create an inclusive environment where everyone can thrive.