Your role
Regional Governance & Oversight
Customer Onboarding & Transition
Project & Stakeholder Management
Process Excellence & Continuous Improvement
Leadership & Capability Development
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.
Success Metrics
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
What you’ll need
AbilitytointerfacewithinternalfunctionalteamsinOperations, Implementationservices,Sales,Finance,and segment.External contact with Customers and potentially Integrators.
KnowledgeMastery–AdvocateandawarenessofDigitalRealtyproducts,servicesandvaluepropositions including mission critical infrastructure components.
Problemsolvingability-Breaksdownproblemsintosmallercomponents,understandsunderlyingissues,can simplifyandprocesscomplexissues,andunderstandsthedifferencebetweencriticaldetailsandunimportant facts.
Excellentinterpersonalandcommunicationskills;Listensattentively,speaksclearlyandconcisely,creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.
Teamplayerthatconnectspeopleandunitesthemtodotherightthingsforourcustomers(withoutthe authority to instruct them to do so).
Committed,highenergy,self-motivatedandpassionateforserviceexcellenceandcustomerfocused.
Abilitytoactontheirowninitiativeandwithminimalsupervision.
Demonstratesintegrityandabilitytomaintainconfidentiality(especiallyinrelationtocomplaintshandling).
Excellentorganisationalskillstoensureallinternaldepartmentscontributetodeliveringatimelyandhigh- quality experience to our customers.
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