EMEA Customer onboarding Lead

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.

Customer Onboarding & Transition

• 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.

Project & Stakeholder Management

• 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.

Process Excellence & Continuous Improvement

• 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.

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 youll need

• High school diploma or equivalent required. A bachelors 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.

• AbilitytointerfacewithinternalfunctionalteamsinOperations ImplementationservicesSalesFinanceand segment.External contact with Customers and potentially Integrators.

• KnowledgeMasteryAdvocateandawarenessofDigitalRealtyproductsservicesandvaluepropositions including mission critical infrastructure components.

• Problemsolvingability-Breaksdownproblemsintosmallercomponentsunderstandsunderlyingissuescan simplifyandprocesscomplexissuesandunderstandsthedifferencebetweencriticaldetailsandunimportant facts.

• Excellentinterpersonalandcommunicationskills;Listensattentivelyspeaksclearlyandconciselycreates accurate and punctual reports and can communicate on different stakeholder levels and with sensitivity.

• Teamplayerthatconnectspeopleandunitesthemtodotherightthingsforourcustomers(withoutthe authority to instruct them to do so).

• Committedhighenergyself-motivatedandpassionateforserviceexcellenceandcustomerfocused.

• Abilitytoactontheirowninitiativeandwithminimalsupervision.

• Demonstratesintegrityandabilitytomaintainconfidentiality(especiallyinrelationtocomplaintshandling).

• Excellentorganisationalskillstoensureallinternaldepartmentscontributetodeliveringatimelyandhigh- quality experience to our customers.