Regional Operational Customer Success Lead

K2 STRATEGIC; Sedenak; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading data centre service provider in Johor, Malaysia, is seeking a Regional Operational Customer Success Lead. This role is critical in managing customer relationships and ensuring exceptional service delivery. Key responsibilities include handling service inquiries, conducting service reviews, and collaborating with internal teams to enhance service efficiency. Ideal candidates have a degree in IT or related fields, with over 5 years of experience in customer-facing roles within a data centre setting. Strong communication and management skills are essential.

Qualifications

• Over 5 years of experience in a customer-facing role within a data centre.
• In-depth knowledge of data centre infrastructure and IT service management frameworks.
• Exceptional customer service, communication, and relationship management abilities.

Responsibilities

• Serve as the primary contact for customers regarding all data centre services.
• Ensure Service Level Agreements are fulfilled and address service issues.
• Conduct customer onboarding sessions to familiarize them with data centre services.

Skills

Customer relationship management

Communication skills

Technical understanding of data centre services

Incident resolution

Stakeholder engagement

Education

Bachelor’s degree in information technology or related field

Job description

Overview

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