Digital Realty
EMEA Customer onboarding Lead
London
Posted about 2 months ago
How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Leadership & Capability Development
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- 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.
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Regional Governance
Customer Onboarding
Stakeholder Management
Process Improvement
Leadership
KPI Monitoring
Risk Mitigation
Project Management
Cross-functional Collaboration
Performance Management
Capacity Management
Service Level Agreements (SLAs)
Customer Satisfaction
Problem Solving
Interpersonal Communication
Organizational Skills