Job Description

Your role

Leads the Regional / Sub Regional Customer Success function and end-to-end holistic delivery of the overall operational service for regional strategic customers, across our internal functions, processes, and people to enable effective and seamless service excellence with customer success at the heart of our culture.

What you’ll need

• Inspiring people leader with proven team development capabilities
• Strong communicator for executive‑level engagement across cultures
• Influential collaborator who thrives in a global matrix
• Ownership mentality with proactive decision‑making
• Deep customer‑centric mindset and passion for service excellence

• Supports Global Head of Enterprise CSM in relation to the overall performance of the Customer Success function.
• Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
• Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
• Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
• Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
• Accountable for overall post sales customer health for in scope customers across
• Client Engagement – Meeting cadence, attendance, frequency
• Service Management – SLA attainment including implementation and support risk.
• Financial Health – Aged debt and churn risk
• Product utilization – Customer consumption and awareness gap
• Support Regional / Sub Regional Customer Success Managers and teams with
• Attendance at customer facing service review & CBR/EBR meetings.
• Enhanced Red event customer communication during & post incident.
• Regional service-related customer escalations and complaints
• Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product.
• Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.

• Leads and oversees the in-scope Regional / Sub Regional Customer Success team including direct and indirect relationships ensuring all HR requirements are adhered to including providing mentoring, coaching, and the annual people management processes.

• Ensure education programme for in scope CSMs is in place and aligned to the Global functional and individual needs to achieve roles and responsibilities.

• Develop strategically plans for budget management including resource optimisation and workforce allocation.

• Represent the Customer Success team globally and across regional and sub-regional management meetings and ensure alignment to global operating model, engaging with teams in other regions as required.

• Responsible for effectively navigating and fulfilling duties within our global matrix organisation, ensuring seamless cooperation and synergies across various functional teams and regions

• Position requires flexibility to travel as required.

• Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role.

• Minimum 5+ years of experience in a customer facing roles in a Global service company, preferably a utility, data centre, IT, or telecommunications company.

• Proven experience in effectively leading and managing teams across geographically dispersed locations.

• Experience with Service Management, preferably of more complex international customers with equal verbal, analytical, presentation and writing skills.

• Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project

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

• 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.

• Demonstrates strong team collaboration, uniting individuals to prioritize customer needs even without formal authority.

• Exhibits commitment, high energy, self-motivation, and a passion for service excellence and customer focus.

• Acts independently and proactively, requiring minimal supervision.

• Displays integrity and confidentiality, particularly in handling complaints.

• Demonstrates adept problem-solving skills, breaking down complex issues and prioritizing critical details.

• Showcases organizational skills, ensuring seamless collaboration among internal departments for a timely and high-quality customer experience.

• Collaborating and influencing: Working in a matrix environment, able to engage people in a dialogue to gain commitment and bring them "on board", linking their perspective to the intent.
• Customer and Business focused: Understands the importance of internal stakeholders and therefore works to build strong relationships and to maintain clear channels of communication.
• Customer centricity and natural drive to work with other areas of the business to provide the customer with the best possible outcome.
• Leading People: Has an open-minded and flexible management style, able to develop high performing teams.