EMEA Customer onboarding Lead
London, England, United Kingdom Full-time Posted 1 week ago
Job Description
Your role
Regional Governance & Oversight
Your role
Regional Governance & Oversight
- Govern onboarding delivery across all in-market teams within the region, ensuring adherence to global standards, SLAs, and best practices.
- Establish and enforce a consistent regional onboarding framework, including documentation, milestone tracking, and reporting.
- Monitor onboarding KPIs across markets and drive performance improvement initiatives where gaps are identified.
- Conduct regular performance reviews with local onboarding teams to ensure service consistency and accountability.
- Act as regional escalation point for complex or high-risk onboarding programs.
- Oversee the end-to-end onboarding lifecycle from Sales handover through to go-live.
- Ensure all contractual, technical, security, and compliance requirements are validated and executed prior to service activation.
- Drive on-time delivery of onboarding milestones in line with customer commitments.
- Partner with regional Sales leaders to ensure seamless deal-to-delivery transitions.
- Coordinate cross-functional collaboration across Sales, Operations, and Implementation.
- Proactively identify risks and implement mitigation strategies to avoid delays or service impact.
- Standardise onboarding workflows and tools across markets.
- Drive automation and efficiency initiatives to reduce time-to-revenue.
- Collect and analyse onboarding data to identify trends and implement improvements.
- 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.
