Regional Onboarding Lead - APAC

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

Job Description

As the Regional Customer Onboarding Lead, you will be responsible for driving excellence, consistency, and governance across customer onboarding activities throughout the region. Acting as a key customer-facing leader, you will work closely with Sales, Operations, Engineering, Customer Success, and other cross-functional teams to ensure customers transition seamlessly from contract signature to live service. You will oversee onboarding performance, champion process improvement initiatives, manage escalations, and foster a customer-centric approach that delivers exceptional service quality and business outcomes across all markets.

Your Role

As the Regional Customer Onboarding Lead, you will be responsible for driving excellence, consistency, and governance across customer onboarding activities throughout the region. Acting as a key customer-facing leader, you will work closely with Sales, Operations, Engineering, Customer Success, and other cross-functional teams to ensure customers transition seamlessly from contract signature to live service. You will oversee onboarding performance, champion process improvement initiatives, manage escalations, and foster a customer-centric approach that delivers exceptional service quality and business outcomes across all markets.

What You'll Do

• Govern customer onboarding delivery across all markets within the region, ensuring adherence to global standards, service level agreements (SLAs), and best practices.
• Oversee the end-to-end onboarding lifecycle from Sales handover through service activation and go-live, ensuring a seamless customer experience.
• Act as the regional escalation point for complex, high-risk, or business-critical onboarding programs.
• Establish and maintain a consistent onboarding framework, including documentation standards, milestone management, reporting, and service governance.
• Monitor onboarding performance metrics and KPIs, identify gaps, and drive continuous improvement initiatives to enhance efficiency and service quality.
• Partner closely with Sales, Operations, Engineering, Customer Success, Finance, and Implementation teams to ensure successful customer onboarding and delivery outcomes.
• Identify onboarding risks, coordinate mitigation plans, and proactively resolve issues that may impact delivery timelines or customer satisfaction.
• Standardize onboarding processes, tools, and workflows while driving automation and operational efficiencies to reduce time-to-live and time-to-revenue.
• Lead capability development through coaching, training, workforce planning, and performance reviews of in-market onboarding teams and specialists.
• Contribute to global onboarding strategy, represent the region in cross-functional forums, and promote a high-performance, customer-focused culture.

What You'll Need

• High school diploma or equivalent required; bachelor's degree in Business, Communications, or a related discipline is preferred.
• 3+ years of experience in customer service, customer support, customer onboarding, project coordination, or a related customer-facing function, including leadership, mentoring, or supervisory experience.
• Proven ability to work across multiple stakeholder groups, including Sales, Operations, Engineering, Finance, Customer Success, Implementation teams, customers, and external partners.
• Strong knowledge of customer onboarding processes, service delivery principles, and customer experience management within complex operational environments.
• Excellent communication, interpersonal, presentation, and stakeholder management skills, with the ability to engage effectively across all organizational levels.
• Strong analytical and problem-solving abilities, with experience managing risks, resolving escalations, and navigating complex customer situations.
• Highly organized, detail-oriented, and able to manage multiple priorities while ensuring timely, high-quality customer outcomes.
• Customer-centric mindset with a passion for service excellence, continuous improvement, and delivering exceptional customer experiences.
• Demonstrated ability to influence and collaborate in a matrix environment without direct authority, building alignment across diverse teams and stakeholders.
• Self-motivated, adaptable, and able to work independently while maintaining integrity, professionalism, and confidentiality.