Technical Account Manager (Service Delivery)
Location: Bangkok/Chonburi, Thailand
Job Summary
We are seeking a Technical Account Manager (Customer Success) to serve as the primary liaison between DayOne and our global customers. This role is responsible for ensuring the successful delivery of contracted services and projects, maintaining operational excellence, and driving customer satisfaction. You will lead cross-functional teams to deliver outcomes aligned with Service Level Agreements (SLAs), while fostering long-term, trust-based relationships.
Key Responsibilities
Customer Relationship & Strategy
- Serve as the primary point of contact, ensuring clear communication across all service and project touchpoints.
- Build strategic relationships, acting as a trusted advisor and advocate for customer success.
- Translate customer needs into actionable internal requirements to ensure long-term retention.
Service Delivery & Operational Excellence
- Oversee end-to-end delivery of contracted services, ensuring adherence to SLAs, timelines, and budgets.
- Lead virtual delivery teams to ensure operational efficiency and high customer satisfaction levels.
- Monitor service performance and drive continuous improvement, proactively addressing risks.
Full Lifecycle Project Management
- Manage the full lifecycle of data center construction and customization projects, from initial planning to customer handover.
- Coordinate with internal stakeholders including Sales, Presales, Design, Construction, and Testing & Commissioning (T&C) teams.
- Ensure project delivery meets quality, cost, and schedule expectations while managing escalations.
Compliance, Governance & Collaboration
- Ensure all activities comply with internal policies, procurement standards, audit requirements, and ITIL-based processes.
- Align internal resources, including Operations, Network, and IT Service teams, to ensure seamless service continuity.
- Maintain accurate documentation and reporting for all project and service delivery milestones.
What You Get
- True Ownership: You will be fully owning your domain and outcomes within your first 3–6 months.
- Quantifiable Impact: Your work links directly to our aggressive 1GW expansion in Thailand.
- Global Visibility: Exposure to high-level decisions that shape our global builds.
Requirements
- Education: Bachelor's degree; Major in Mechanical, Electrical, or a related engineering discipline.
- Experience: 7+ years of work experience in the Data Center industry, MEP Consultancy, Construction, or the IT industry.
- Technical Skills: Strong understanding of DC infrastructure, ITIL frameworks, and SLA management.
- Soft Skills: Excellent customer interface experience with proven communication, presentation, and coordination skills.
- Character: A builder mindset—adept as a conflict mediator and a trustworthy client advisor who is willing to take on challenges.
- Language: Proficiency in English is mandatory; Thai language skills are essential for local market navigation; a second regional language is a plus.
