Senior Director, Customer Governance & Transaction

The role

You will lead a newly created function within the Customer Success organization. You will drive customer contract excellence, strategic inference from customer intelligence, and implement governance across customer deals.

What you will do

• Manage a high performing team responsible for creating a centralised intelligence system.
• Enhance deal governance framework, intelligence analytics and capacity inventory planning capability.
• Build and maintain a live platform to track contract open items.
• Build a comprehensive and intelligent database of contracted terms.
• Participate in customer contract negotiations.
• Provide sign off on a customer contract summary.
• Partner with the Customer Legal team to maintain updated contract term guardrails.
• Serve as an internal consultant to the deal team.
• Monitor internal governance approval ROB across all contracts.
• Drive cross-team collaboration to optimise change management processes.

Required qualifications

• More than 15 years of experience in customer contract and account management, or related roles, with at least 5 years in a senior leadership capacity.
• Proven ability to lead high-performing teams and manage complex customer contracts.
• Skilled in coordinating multi-stakeholder contract negotiations, tracking and resolving open items to maintain deal momentum.
• Experience in establishing processes for accurate handover of contractual deliverables to downstream teams and supply chain partners.
• Strong capability to design and manage governance frameworks, including centralised intelligence systems for customer deals and capacity portfolio planning.
• Demonstrated experience in unlocking strategic growth insights from customer engagement data and streamlining internal communications to support resource planning.
• Experience in driving cross-team collaboration to optimise change management processes and prevent future issues.

Nice to have

• Familiarity with CRM platforms (e.g., Salesforce) and customer success tools

About the company

AirTrunk is a hyperscale data centre company that operates a platform of hyperscale data centres across the APME region.