Regional Head of Customer Success, APAC
Core
Senior regional leadership for end-to-end customer outcomes across four Lines of Service (Contact Center, Technology & Service Operations, Financial Services, Field Services) in the APAC region, ensuring service governance, escalation management, and operational consistency.
Role type
Senior IC Regional Head of Customer Success
Builds
Service delivery outcomes and customer satisfaction for transportation and defense technology clients
Domain
Transportation systems and defense technology services
Deliverable
client delivery
Required skills
Strategic leadership in matrix environments, escalation management, service operations oversight, cross-functional coordination, performance management, ITIL-based service management, financial acumen, stakeholder influence
Preferred skills
Experience in transit/transportation systems, knowledge of PCI DSS/ISO 27001, global services leadership
Technologies
ITIL frameworks, service management tools
Responsibilities
Set regional standards for customer engagement across all Lines of Service; oversee deployment and program delivery coordination; ensure SLA/KPI compliance in steady-state operations; own regional escalation management and resolution; coordinate cross-functional service delivery; coach and oversee Service Delivery Managers; align matrix resources for regional goals; drive standardization and continuous improvement
Seniority
Senior, hands-on IC with strategic oversight