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Global Customer Experience Partner Hyperscale
Global Customer Experience Partner HyperscaleCyrusOne Management Services • Dallas, Iowa, USA
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Global Customer Experience Partner Hyperscale

Global Customer Experience Partner Hyperscale

CyrusOne Management Services • Dallas, Iowa, USA
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

We are seeking a Global Customer Experience Partner Hyperscale to join our Customer Experience organization. The candidate will serve as the senior operational and relationship leader for one of CyrusOnes largest hyperscale customers ensuring high quality service delivery compliance and lifecycle excellence across global data center operations.

This role will drive operational performance manage escalations enhance customer experience and strengthen governance maturity across a complex multi-region account portfolio. The Customer Experience Partner will serve as the strategic operational liaison for hyperscale customer engagements across the Americas and Europe collaborating cross-functionally with Operations Compliance Service Delivery Security and Technology teams to ensure a consistent high-quality customer experience that enables continued growth at scale.

Responsibilities :

Operational Excellence and Governance

  • Govern account-level metrics including SLA adherence uptime incident response and resolution timelines ensuring consistent rhythm-of-business (RoB) cadence.
  • Lead customer governance forums including Quarterly Business Reviews (QBRs) performance scorecards and continuous improvement sessions.
  • Oversee operational health scorecards customer performance analytics and capability maturity assessments using ServiceNow Power BI and internal telemetry tools.
  • Partner with internal executives operations compliance and service delivery leaders to align service outcomes with contractual obligations and customer expectations.
  • Lead escalation management driving root-cause accountability and ensuring corrective actions are implemented and tracked through closure.
  • Partner with the Compliance & Governance function to ensure audit readiness SLA traceability and control validation across all production assets.

Customer Relationship & Experience Management

  • Serve as the customers primary post-delivery liaison maintaining trusted relationships with executive and operational stakeholders.
  • Maintain proactive communication and transparency with customer leadership to reinforce reliability responsiveness and partnership trust.
  • Conduct QBRs to present performance trends service improvements and forward-looking initiatives.
  • Translate customer feedback into actionable operational technical or process improvements.
  • Identify and execute opportunities to enhance customer experience and service efficiency through process optimization automation and proactive service health reporting.

    • Service Maturity & Continuous Improvement

  • Develop and maintain a global account capability roadmap focused on service maturity monitoring coverage reporting standardization and incident prevention.
  • Collaborate with the Customer Technology & Reporting and Governance teams to institutionalize consistent account practices and performance transparency.
  • Influence internal product technology and process roadmaps by representing the customers operational perspective in cross-functional forums.
  • Support lifecycle transitions between construction delivery and steady-state operations by validating readiness documentation and service standards.
  • Use analytics and KPI insights to identify trends risks and opportunities to enhance reliability responsiveness and operational excellence.

    • Qualifications :

  • 10 years of experience in customer success service delivery or program management within hyperscale cloud or data center environments.
  • Strong understanding of operational compliance SLA governance and lifecycle management across global portfolios.
  • Proven success managing large enterprise or hyperscale customer relationships post-delivery with deep accountability for service outcomes.
  • Demonstrated ability to lead escalations drive performance analytics and orchestrate cross-functional teams.
  • Exceptional communication relationship management and stakeholder influence skills.
  • Strong analytical mindset with experience using Power BI Excel and CRM / service management tools (Salesforce ServiceNow).
  • Ability to translate operational data into strategic insights for executive audiences.
  • Must be able to travel up to 25%.
  • Experience with data center infrastructure or critical environment operations.
  • Familiarity with incident change and problem management frameworks (ITIL).
  • Certification in Program or Project Management (PMP PgMP or Lean Six Sigma).
  • Bachelors degree in Business Engineering or related field (MBA or Masters preferred).

    • Education / Certifications :

  • Bachelors degree in Business Engineering or related discipline required

    • Benefits :

  • Remote work is supported two days a week
  • Comprehensive health dental and vision insurance plans life and disability insurance access to mental health resources and employee assistance program
  • Competitive pay performance bonus 401(k) retirement plan with company match
  • Generous paid time off and holidays parental leave
  • Building Amenities : On-site facilities include a fully equipped gym golf simulator and free parking. The office is conveniently located near local restaurants and is a short walk to the American Airlines Center

    • CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status or other legally protected status.

    CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne or to submit a resume.

    Required Experience :

    Exec

    Key Skills

    Internship,Data Warehousing,Adobe Flash,Database Administration,Logistics

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

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    Customer Experience Partner • Dallas, Iowa, USA

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