Realty project coach Work, Jobs in London, Eng (with Salaries)

EMEA Customer onboarding Lead
Digital Realty —London
- Full-time
- Customer service
- Supervising experience
- Bachelor's degree

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EMEA Customer onboarding Lead

Digital Realty -
London

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Job details

Full-time

Qualifications

Customer service
Supervising experience
Bachelor's degree
Mentoring
Organisational skills
Communications
Business
Leadership
Communication skills

Full job description

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.

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.

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.

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.

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EMEA Customer onboarding Lead

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