Sr. Director, Strategic Customer Engineering

Job Summary

The Sr. Director, Strategic Customer Engineering will lead a specialized customer‑facing engineering team focused on driving growth with global strategic accounts, including cloud service providers, Neo Cloud companies, AI infrastructure providers, and multi‑tenant data center operators. This leader will be responsible for positioning the business unit’s portfolio of UPS systems, rack‑line enclosures, rack PDUs, serial console management, KVM, and integrated infrastructure solutions with customer engineering and operations teams.

The role will complement the Global Strategic Accounts team by providing deep technical engagement at the rack, row, pod, and deployment architecture level. The manager will ensure that customer requirements are understood early, translated into solution roadmaps, and converted into executable product, engineering, and commercial actions.

• Lead technical engagement with strategic customer engineering teams across cloud service providers, Neo Cloud providers, AI infrastructure companies, and multi‑tenant data centers.
• Develop direct relationships with customer infrastructure, hardware engineering, data center engineering, operations, and deployment teams.
• Identify customer pain points related to rack‑level power, enclosure design, rack PDUs, remote management, serial console access, KVM, serviceability, deployment speed, and integrated infrastructure solutions.
• Ensure the business unit is involved early in customer architecture discussions, before specifications are locked and purchasing decisions are made.

• Guide the development of customer‑specific and segment‑specific reference architectures.
• Coordinate integrated solutions that combine DC and AC Power, rack enclosures, rack PDUs, remote management, serial console, KVM, and software capabilities.
• Translate customer requirements into product requirements, engineering priorities, and roadmap inputs.
• Drive co‑development discussions with customer engineering teams where appropriate.
• Support the creation of validated solutions, proof‑of‑concept configurations, pilots, and deployment playbooks.

• Work closely with the Global Strategic Accounts team to complement existing account strategies.
• Partner with product management, engineering, sales, operations, and service teams to convert customer requirements into revenue opportunities.
• Ensure alignment between customer technical requirements and the business unit’s product roadmap.
• Provide executive‑level updates on customer engagement status, opportunity pipeline, technical blockers, and competitive positioning.

• Build and lead a high‑performing team of customer‑facing engineers.
• Assign account and segment ownership across the team.
• Establish engagement standards, technical discovery processes, account plans, and reporting cadence.
• Coach engineers on executive communication, customer discovery, technical positioning, and solution selling.
• Develop reusable tools, including customer requirement templates, reference architectures, competitive battle cards, and technical presentation materials.

• Growth in opportunity pipeline with global strategic accounts.
• Number of active customer engineering engagements.
• Customer adoption of business unit solutions in cloud, Neo Cloud, and MTDC environments.
• Number of reference architectures, pilots, or co‑developed solutions created.
• Improved alignment between customer requirements and product roadmap.
• Increased attach rate across UPS, racks, rack PDUs, serial console, KVM, and software solutions.

• Bachelor’s degree in Electrical Engineering, Computer Engineering, Mechanical Engineering, or a related technical discipline required;
  Master’s degree preferred.

• 10+ years of progressive experience in customer engineering, technical sales, solutions architecture, or product management within the data center, power, or infrastructure technology space.
• 5+ years in a leadership role managing customer‑facing engineering or technical sales teams.
• Demonstrated track record of engaging…