EMEA Customer onboarding Lead

Your role

Regional Governance & Oversight

• Govern onboarding delivery across all in-market teams within the region, ensuring adherence to global standards, SLAs, and best practices.
• Establish and enforce a consistent regional onboarding framework, including documentation, milestone tracking, and reporting.
• Monitor onboarding KPIs across markets and drive performance improvement initiatives where gaps are identified.
• Conduct regular performance reviews with local onboarding teams to ensure service consistency and accountability.
• Act as regional escalation point for complex or high-risk onboarding programs.

Customer Onboarding & Transition

• Oversee the end-to-end onboarding lifecycle from Sales handover through to go-live.
• Ensure all contractual, technical, security, and compliance requirements are validated and executed prior to service activation.
• Drive on-time delivery of onboarding milestones in line with customer commitments.

Project & Stakeholder Management

• Partner with regional Sales leaders to ensure seamless deal-to-delivery transitions.
• Coordinate cross-functional collaboration across Sales, Operations, and Implementation.
• Proactively identify risks and implement mitigation strategies to avoid delays or service impact.

Process Excellence & Continuous Improvement

• Standardise onboarding workflows and tools across markets.
• Drive automation and efficiency initiatives to reduce time-to-revenue.
• Collect and analyse onboarding data to identify trends and implement improvements.

Leadership & Capability Development

• Lead, coach, and develop in-market onboarding managers/specialists

• Foster a high-performance, customer-centric culture across regional teams.

• Support workforce planning and capacity management to align with sales growth.

• Contribute to global onboarding strategy and represent the region in cross-functional forums

• Conduct ongoing training sessions to ensure team members are equipped with the necessary skills and knowledge.

Success Metrics

• Regional onboarding performance against SLA targets

• Reduction in time-to-live / time-to-revenue

• Consistency of onboarding experience across markets

• First 90-day customer satisfaction scores

• Reduction in onboarding-related escalations

What you’ll need

• High school diploma or equivalent required. A bachelor's degree in business, communications, or a related field is a plus.
• 5+ years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory position. Experience managing or mentoring a team is preferred.

• Ability to interface with internal functional teams in Operations, Implementation services, Sales, Finance, and segment. External contact with Customers and potentially Integrators.

• Knowledge Mastery – Advocate and awareness of Digital Realty products, services and value propositions including mission critical infrastructure components.

• Problem solving ability - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, and understands the difference between critical details and unimportant facts.

• Excellent interpersonal and communication skills; Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, and can communicate on different stakeholder levels and with sensitivity.

• Team player that connects people and unites them to do the right things for our customers (without the authority to instruct them to do so).

• Committed, high energy, self-motivated and passionate for service excellence and customer focused.

• Ability to act on their own initiative and with minimal supervision.

• Demonstrates integrity and ability to maintain confidentiality (especially in relation to complaints handling).

• Excellent organisational skills to ensure all internal departments contribute to delivering a timely and high- quality experience to our customers.