Customer & Field Intelligence Manager

Role Purpose

As the Customer & Field Intelligence Manager, you will be responsible for developing and operationalizing a more structured approach to customer and field intelligence across the Business Intelligence organization.

This role will serve as a key connection point between the field and the broader BI system, helping ensure that signals gathered through customer engagement, engineering services activity, and selected site visits are captured consistently and translated into usable intelligence. While direct field exposure is an important part of the role, the primary expectation is not simply collecting observations firsthand; it is building the process, discipline, and analytical frameworks needed to make field intelligence more scalable and integrated.

You will work closely with the Senior Manager, Commercial, Regional, & Engineering Services Intelligence to identify priority intelligence needs, support global field-integration efforts, and improve how field observations are synthesized across regions and teams.

A key responsibility will be helping to build a repeatable mechanism for collecting and organizing field intelligence from a broad set of front-line sources. This includes defining what types of information should be captured, how it should be documented, how it should be validated, and how it should be routed into the appropriate intelligence workflows.

The role also includes direct participation in selected customer and site visits, where you will gather first-hand observations related to deployment activity, customer priorities, installation conditions, and visible competitive presence.

Given the nature of the work, this role is well-suited to someone with experience in data center construction, field engineering, deployment environments, or technical customer-facing roles, who can recognize meaningful signals in the field and translate them into structured business insight.

A central expectation of this role is the ability to move from anecdote to insight: distinguishing isolated observations from recurring patterns, identifying what matters, and translating raw field inputs into clear implications and actionable “so what?” conclusions for leadership.

Key Responsibilities

• Develop and manage a structured customer and field intelligence process that improves how observations from customer interactions, site visits, and engineering engagements are captured, organized, and analyzed.
• Build repeatable frameworks for field intelligence collection, including what information should be captured, how it should be documented, how quality and consistency should be maintained, and how inputs should be validated and synthesized.
• Conduct selected customer and site visits to gather first-hand observations on deployment conditions, project progress, customer priorities, technology implementation, and visible competitive activity.
• Partner closely with engineering services, regional stakeholders, and other field-connected groups to strengthen the consistency, usefulness, and flow of intelligence from front-line activity.
• Analyze large volumes of fragmented field input and convert them into structured themes, patterns, and decision-grade insights that help the organization better understand customer behavior, project timing, deployment trends, and market developments.
• Contribute structured field intelligence inputs to high-priority analyses and initiatives, including areas such as data center deployment trends, customer behavior shifts, and density-related assumptions where relevant, and help communicate findings to executive stakeholders.
• Serve as a key intelligence link between the field and the broader Business Intelligence system, helping ensure that field-based signals are consistently translated into useful inputs for Market Intelligence, Competitive Intelligence, Forecasting & Data Intelligence, and regional intelligence efforts.

Experiences/Education - Required

• Bachelors Degree with a strong background in field engineering, data center construction, deployment environments, technical commercial support, or related customer-facing operational roles
• Strong communication skills, including the ability to clearly communicate implications to executive leadership and market intelligence stakeholders
• Comfort operating in both structured analytical settings and field-based customer environments

Experiences/Education - Desired

• Ability to observe and interpret technical, commercial, and competitive signals in real-world field environments, moving from anecdotal field input to validated patterns and conclusions
• Experience building or improving processes for capturing, organizing, and analyzing qualitative information
• Strong analytical skills, with the ability to synthesize qualitative information into structured insights
• Experience working cross-functionally with commercial, technical, engineering, or regional teams