Assistant Manager, Customer Success Center of Excellence

Job Description

Assistant Manager – Customer Success Center of Excellence

Support the delivery of customer onboarding, migration, expansion, and service-related programmes in a colocation data center environment. Able to work cross functional, tracking milestones, risks, and dependencies, preparing status reports and governance materials, and supporting smooth programme execution. Requires 2–5 years of relevant experience in programme/project coordination, PMO, or service delivery, with strong reporting, communication, and stakeholder management skills. Experience in data center, telecom, or IT infrastructure is preferred.

Job Summary

The Assistant Manager – Customer Success Center of Excellence supports the delivery of customer account. This role works closely with cross-functional teams to ensure customer onboarding, migration, expansion, and service initiatives are delivered on time, with clear visibility of progress, risks, issues, and dependencies.

Key Responsibilities

• Driving compliance of customer account delivery in accordance with the established Customer Success processes and standards.
• Consolidate data of each account delivery such as the delivery milestones, deliverables, risk, issues across the region into single sources of truth and maintain integrity of the deliverables and trackers (template, formats and terminologies).
• Ensure reporting accuracy and data quality across stakeholders
• Prepare regional delivery status reports, maintaining dashboards, governance materials, and meeting minutes.
• Support governance meetings, project reviews, and stakeholder communications
• Follow up on key actions and escalations to support timely resolution of account delivery issues.
• Analysing delivery performance, trends, and operational data and generating insight to validate the effectiveness of current operating process and standards.
• Collaborate with ADM, DC Ops, Sales, Finance, and other internal stakeholders to optimise delivery efficiency and effectiveness.
• Support lessons learned reviews and continuous improvement initiatives

Requirements

• Bachelor's degree in business, Engineering, Project Management, Operations, or related field
• 2–5 years of experience in programme management, project coordination, PMO, service delivery, or operations support
• Good understanding of project governance, risk and issue management, and stakeholder coordination
• Strong skills in Excel, Power BI, PowerPoint, and project tracking/reporting tools
• Strong communication, organizational, and follow-up skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Experience

• Experience in data center, colocation, telecom, IT infrastructure, or managed services is preferable but not mandatory.
• Exposure to customer onboarding, implementation, migration, or service delivery projects
• Familiarity with cross-functional delivery environments and customer-facing operations
• PMP, CAPM, PRINCE2, or similar project management certification is a plus

Key Competencies

• Strong coordination and stakeholder management skills
• Proactive and structured approach to work
• Detail-oriented with strong analytical and problem-solving ability
• Ability to work collaboratively across teams
• Strong sense of ownership and accountability