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

Serve as the primary contact for customers regarding all data centre services, inquiries, and escalations.
Conduct regular service reviews to gain insights into customer needs and enhance service delivery.
Collaborate with internal teams (operations, engineering, and facility management) to promptly address customer concerns and service requests.
Keep customers informed of maintenance schedules, incidents, and operational updates in a professional manner.

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

Bachelors in Business & Management Studies or Others

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