APAC Customer Onboarding Leader

Digital Realty; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

Digital Realty is seeking a Regional Customer Onboarding Lead to drive consistency and governance of onboarding across the region. You will coordinate with Sales, Operations, Engineering, and Customer Success to ensure smooth handovers from contract to live service.

You will oversee onboarding performance, lead continuous improvement, manage escalations, and promote a customer-centric culture across multiple markets with a focus on delivering exceptional outcomes.

Qualifications

• 3+ years in customer service/onboarding or related role, with leadership experience.
• Proven ability to collaborate across Sales, Operations, Engineering, and Finance.
• Strong knowledge of onboarding processes and service delivery.
• Excellent communication and stakeholder management.
• Analytical with risk management and escalation handling.
• Highly organized with ability to juggle priorities.
• Customer-centric mindset and continuous improvement focus.

Responsibilities

• Govern onboarding delivery across markets, align with SLAs and standards.
• Oversee end-to-end onboarding lifecycle from Sales handover to go-live.
• Act as regional escalation point for complex onboarding programs.
• Maintain onboarding framework, documentation, milestones, reporting, governance.
• Monitor KPIs, identify gaps, drive continuous improvement.
• Partner with Sales, Operations, Engineering, CS, Finance, Implementations to ensure delivery.
• Identify onboarding risks and coordinate mitigation plans.
• Standardize processes and drive automation to reduce time-to-live and revenue.
• Lead capability development through coaching and performance reviews.
• Contribute to global onboarding strategy and cross-functional forums.

Skills

Stakeholder management

Onboarding processes

Project coordination

Leadership

Communication

Analytical skills

Cross-functional collaboration

Organizational skills

Risk management

Education

Bachelor's degree in Business, Communications, or related discipline

Job description

Digital Realty is seeking a Regional Customer Onboarding Lead to drive consistency and governance of onboarding across the region. You will coordinate with Sales, Operations, Engineering, and Customer Success to ensure smooth handovers from contract to live service.

You will oversee onboarding performance, lead continuous improvement, manage escalations, and promote a customer-centric culture across multiple markets with a focus on delivering exceptional outcomes.