Hybrid Head of Customer Success – APAC

at Digital Realty

• Job title: Head of Customer Success – APAC
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Singapore

About the role

• Leads the Customer Success function and operational service delivery for strategic customers in APAC markets. Ensures seamless cooperation across teams for service excellence in Singapore.

Responsibilities

• Leads the Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
• Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
• Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
• Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
• Accountable for overall post sales customer health for in scope customers across Client Engagement – Meeting cadence, attendance, frequency.
• Service Management – SLA attainment including implementation and support risk.
• Financial Health – Aged debt and churn risk.
• Product utilization – Customer consumption and awareness gap.
• Support Regional / Sub Regional Customer Success Managers and teams with Attendance at customer facing service review & CBR/EBR meetings.
• Enhanced Red event customer communication during & post incident.
• Regional service-related customer escalations and complaints.
• Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product.
• Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.
• Leads and oversees the in-scope Regional / Sub Regional Customer Success team including direct and indirect relationships ensuring all HR requirements are adhered to including providing mentoring, coaching, and the annual people management processes.
• Develop strategically plans for budget management including resource optimisation and workforce allocation.
• Represent the Customer Success team globally and across regional and sub-regional management meetings to ensure alignment to the global operating model, engaging with teams in other regions as required.
• Responsible for effectively navigating and fulfilling duties within our global matrix organisation, ensuring seamless cooperation and synergies across various functional teams and regions.

Requirements

• Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role.
• Minimum 5+ years of experience in a customer facing role in a Global service company, preferably a utility, data centre, IT, or telecommunications company.
• Proven experience in effectively leading and managing teams across geographically dispersed locations.
• Experience with Service Management, preferably of more complex international customers with equal verbal, analytical, presentation and writing skills.
• Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project
• Ability to interface with internal functional teams in Operations, implementation, Sales, Finance, and segment. External contact with Customers and potentially Integrators.
• 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.
• Demonstrates strong team collaboration, uniting individuals to prioritize customer needs even without formal authority.
• Exhibits commitment, high energy, self-motivation, and a passion for service excellence and customer focus.
• Acts independently and proactively, requiring minimal supervision.
• Displays integrity and confidentiality, particularly in handling complaints.
• Demonstrates adept problem-solving skills, breaking down complex issues and prioritizing critical details.
• Showcases organizational skills, ensuring seamless collaboration among internal departments for a timely and high-quality customer experience.
• Collaborating and influencing: Working in a matrix environment, able to engage people in a dialogue to gain commitment and bring them "on board", linking their perspective to the intent.
• Customer and Business focused: Understands the importance of internal stakeholders and therefore works to build strong relationships and to maintain clear channels of communication.
• Customer centricity and natural drive to work with other areas of the business to provide the customer with the best possible outcome.
• Leading People: Has an open-minded and flexible management style, able to develop high performing teams.

Benefits

• Flexibility to travel as required