Director, Contracts & Customer Experiece

Generac Power Systems • Sussex, WI

4d • Onsite

About The Position

The Director Contracts & Customer Experience leads the strategic delivery of world-class customer experience across mission-critical data center environments where uptime and reliability are essential. This role sets the vision for service excellence and contract governance, ensuring disciplined execution that strengthens customer trust, protects commercial outcomes, and drives long-term value. Provides executive leadership in contract management and customer experience, aligning cross-functional teams to deliver consistent, high-impact results for key clients.

Requirements

• Bachelor’s degree in Engineering, Business, or a related discipline.
• 7 years of experience in a customer-facing role for mission critical applications
• Experience managing and tracking contract terms adherence and compliance.
• Advanced negotiation and stakeholder management in high-stakes environments
• Data-driven decision-making using CRM platforms (e.g., Salesforce, Microsoft Dynamics)
• Exceptional communication skills
• Strong project management capabilities in fast-paced, high-availability settings
• Microsoft products
• Ability to partner effectively with internal and external teams
• Ability to thrive in high-performance, high-pressure atmospheres
• Ability to deliver exceptional customer outcomes at scale.

Responsibilities

• Owns enterprise-level contract governance for Data Center clients, ensuring rigorous compliance with complex commercial terms while optimizing contract performance, mitigating risk exposure, and safeguarding profitability
• Leads end-to-end customer operations strategy, overseeing order lifecycle management from purchase order through delivery and acceptance, while driving accountability across cross-functional teams to ensure seamless execution and an exceptional customer experience
• Partners closely with Legal and executive stakeholders to negotiate and structure contract amendments, change orders, and warranty renewals, balancing commercial objectives with risk management and long-term client value
• Establishes a proactive risk management framework, identifying, assessing, and mitigating operational and contractual risks at scale, and implementing contingency strategies that protect service continuity, customer commitments, and business outcomes
• Serves as a senior strategic liaison between key Data Center clients and internal leadership (project management, engineering, and service teams), aligning technical solutions with commercial strategy and strengthening executive-level relationships
• Drives a data-informed culture of continuous improvement, leveraging customer feedback (NPS, CSAT) and operational performance metrics to enhance service delivery, operational efficiency, and overall customer satisfaction
• Champions growth and value-creation initiatives, identifying and executing opportunities for service expansion, training programs, and system upgrades to deepen customer partnerships and accelerate revenue growth

What This Job Offers

• Job Type: Full-time
• Career Level: Director