Subregional Head of Customer Success

Digital Realty Trust, L.P.; Netherlands; On-site; EUR 90,000 - 130,000; Full time

Job summary

Digital Realty Trust, L.P. is seeking a Head of Customer Success - EMEA to support the overall performance of the Customer Success function. You will lead regional CS teams, align with the Global Operating Model, and ensure clear policies and processes across regions.

You will drive customer health, lifecycle and onboarding programs, manage key KPIs, and coordinate with internal teams to improve service delivery and product utilization. Strong leadership and MS Office proficiency are essential.

Qualifications

• Degree level required or equivalent experience in a customer relationship management role.
• Minimum 5+ years in customer-facing roles in a global service company (utility/data centre/IT/telecom).
• Proven experience leading teams across geographically dispersed locations.
• Experience with Service Management for complex international customers and strong verbal, analytical, presentation and writing skills.
• Advanced proficiency with MS Productivity tools (Word, Access, Excel, Visio, Project).

Responsibilities

• Supports Head of Customer Success - EMEA in overall performance of the Customer Success function.
• Leads regional/sub-regional CS teams aligned to Global Operating Model to meet goals.
• Develops and maintains regional CS relationships with internal cross-functional teams.
• Implements Global CS responsibilities and processes including Customer Health, Lifecycle, and Onboarding.
• Attains KPIs to measure CS success within the region.
• Manages post-sales customer health across client engagement, service management, financial health and product utilization.
• Supports CS managers with service reviews, incident communications, and regional escalations.
• Represents regional CS on global initiatives affecting customer journey and process changes.
• Identifies opportunities for service improvement through global teams.

Skills

Leadership

Communication

Presentation

Analytical

Writing

Education

Bachelor’s degree in economics

MBA

Tools

MS Office suite (Word, Excel, Access, Visio, Project)

Job description

Your role

• Supports Head of Customer Success - EMEA in relation to the overall performance of the Customer Success function.
• Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
• Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
• Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
• Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
• Accountable for overall post sales customer health for in scope customers across
  - Client Engagement – Meeting cadence, attendance, frequency
  - Service Management – SLA attainment including implementation and support risk.
  - Financial Health – Aged debt and churn risk
  - Product utilization – Customer consumption and awareness gap
• Support Regional / Sub Regional Customer Success Managers and teams with
  - Attendance at customer facing service review & CBR/EBR meetings.
  - Enhanced Red event customer communication during & post incident.
  - Regional service-related customer escalations and complaints
• Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product
• Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.

What you’ll need

• Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role.

• Minimum 5+ years of experience in a customer facing roles in a Globalservice company, preferably a utility, data centre, IT, or telecommunications company.

• Proven experience in effectively leading and managing teams across geographically dispersed locations.

• Experience with Service Management, preferably of more complex international customerswith equal verbal, analytical, presentation and writing skills.

• Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project

• Supports Head of Customer Success - EMEA in relation to the overall performance of the Customer Success function.
• Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
• Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
• Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
• Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
• Accountable for overall post sales customer health for in scope customers across
  - Client Engagement – Meeting cadence, attendance, frequency
  - Service Management – SLA attainment including implementation and support risk.
  - Financial Health – Aged debt and churn risk
  - Product utilization – Customer consumption and awareness gap
• Support Regional / Sub Regional Customer Success Managers and teams with
  - Attendance at customer facing service review & CBR/EBR meetings.
  - Enhanced Red event customer communication during & post incident.
  - Regional service-related customer escalations and complaints
• Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product
• Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.

• Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role.

• Minimum 5+ years of experience in a customer facing roles in a Globalservice company, preferably a utility, data centre, IT, or telecommunications company.

• Proven experience in effectively leading and managing teams across geographically dispersed locations.

• Experience with Service Management, preferably of more complex international customerswith equal verbal, analytical, presentation and writing skills.

• Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project