Job Summary

The Regional Operational Customer Success Lead is the primary interface between our data centre operations and our customers. This role is responsible for ensuring exceptional service delivery, managing customer relationships, and addressing service-related concerns proactively. The ideal candidate will have strong communication skills, a technical understanding of data centre services, and experience in customer engagement.

Key Responsibilities

Customer Relationship Management

• Understand each customer's business goals, challenges, and success metrics.
• Be the main contact for customers and partners, responding to inquiries and resolving issues promptly.
• Engage proactively with customers and partners to enhance platform adoption and value.
• Manage post-sales engagement to ensure satisfaction, retention, and growth, in collaboration with Account Managers.
• Oversee account management and new orders across multiple APAC countries.
• Build and maintain strong relationships with clients at all levels.
• Handle escalations for incidents and ensure processes meet customer expectations.
• Represent the voice of the customer internally, collaborating with Product, Engineering, and Operations to prioritize their needs.
• Use customer feedback, market insights, and operational data to enhance Customer Success initiatives and improve client experience.
• Conduct regular business and performance reviews with stakeholders to align on goals.
• Identify opportunities for service and process improvements that align with customer success strategies.
• Advocate for and implement health, safety, and security policies, ensuring compliance with legal requirements.
• Work with internal teams to address customer concerns and service requests quickly.
• Keep customers updated on maintenance schedules, incidents, and operational changes professionally.

Service Excellence & Operations

• Ensure Service Level Agreements (SLAs) are fulfilled and proactively tackle any potential service issues.
• Work with internal teams to improve service efficiency and elevate the customer experience.
• Support customers during incident resolution, providing updates and ensuring proper follow-ups.
• Partner closely with the operations team to optimize service quality and reduce disruptions.

Stakeholder Engagement & Communication

• Conduct customer onboarding sessions to familiarize them with the data centre environment, security procedures, and service expectations.
• Liaise with sales, account managers, technical and delivery teams to ensure seamless service delivery.
• Provide regular reports on customer satisfaction, service performance, and opportunities for improvement.

Risk & Compliance Management

• Ensure adherence to data centre security, operational policies, and industry regulations.
• Assist customers with audits and compliance requirements as necessary.
• Identify and mitigate risks associated with customer services and operations.

Key Requirements

• Bachelor’s degree or equivalent in information technology or sales or a related field.
• Prior experience in colocation or cloud service environments.
• Additional relevant vendor certifications are advantageous.
• Over 5 years of experience in a customer-facing role within a data centre, colocation, or IT service provider.
• In-depth knowledge of data centre infrastructure, power and cooling systems, and IT service management frameworks (e.g., ITIL, ISO 27001, or Uptime Institute standards).
• Exceptional customer service, communication, and relationship management abilities.
• Proficient in managing customer escalations professionally and thriving under pressure.
• Experience in managing SLAs, conducting service reviews, and producing operational reports.
• Experienced in managing multiple projects and priorities effectively across cross-functional teams in a deadline-driven environment.
• Demonstrated success in identifying growth opportunities, drive adoption, and deliver measurable outcomes for assigned accounts.
• Possess excellent interpersonal, written, and verbal communication skills; able to effectively present to both technical and executive-level audiences.
• Demonstrated ability to work in a fast-paced environment where continuous innovation is desired, and ambiguity is the norm

Education