Digital Realty에서 EMEA 지역의 고객 온보딩(Customer Onboarding) 프로세스를 총괄할 리더를 모집합니다. 5년 이상의 고객 서비스 경력과 리더십 경험이 필수이며, 지역 내 온보딩 표준 수립, 성과 관리, 부서 간 협업 조율을 담당합니다. 데이터 기반의 프로세스 개선을 통해 고객 경험을 최적화하고 비즈니스 성장을 견인할 역량 있는 분을 찾습니다.
Lead, coach, and develop in-market onboarding managers/specialists
Foster a high-performance, customer-centric culture across regional teams.
Support workforce planning and capacity management to align with sales growth.
Contribute to global onboarding strategy and represent the region in cross-functional forums
Conduct ongoing training sessions to ensure team members are equipped with the necessary skills and knowledge.
Regional onboarding performance against SLA targets
Reduction in time-to-live / time-to-revenue
Consistency of onboarding experience across markets
First 90-day customer satisfaction scores
Reduction in onboarding-related escalations
High school diploma or equivalent required. A bachelor's degree in business, communications, or a related field is a plus.
5+ years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory position. Experience managing or mentoring a team is preferred.
Ability to interface with internal functional teams in Operations, Implementation services, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components.
Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).
Committed, high energy, self-motivated and passionate for service excellence and customer focused.
Ability to act on their own initiative and with minimal supervision.
Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling).
Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high- quality experience to our customers.
The Regional Customer Onboarding Lead is responsible for governing and driving excellence in customer onboarding delivery across all in-market teams within the region. This role ensures a consistent, high-quality onboarding experience for new customers deployments across our global footprint, while maintaining strong alignment between Sales, Operations, Engineering, and Customer Success. Operating in a mission-critical environment, the role balances regional oversight, process governance, stakeholder leadership, and performance management to ensure customers transition from contract signature to live service efficiently and with exceptional service quality.
