Director, Customer Governance & Transactions

Want to be a part of Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a hyperscale data centre company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering the digital infrastructure that meet the needs of our customers - the world’s most transformational companies. And we’re doing so sustainably, for today and tomorrow.

Having opened Australia’s first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APME region. With backing from our investors, including Blackstone, this is just the beginning…

Come join the A-Team at AirTrunk, where the cloud meets the ground.

A Snapshot

As Senior Director – Customer Governance & Transactions, you will lead a newly created high-impact function within the Customer Success organization focused on driving customer contract excellence, strategic inference from customer intelligence, and implement strong governance across customer deals. This role is critical to ensuring seamless execution of complex deals, maintaining transparency, and safeguarding long-term customer relationships. You will be reporting directly to the AVP of Customer Success, and you should enjoy working in a fast-paced environment, with high level of flexibility and be able to navigate change with ease. You will work closely with various teams and leadership across the Asia Pacific and Middle East regions.

Your Day to Day

Governance & Intelligence

• Manage a high performing team responsible for creating a centralised intelligence system to maintain a single source of truth for all customer deals.
• Enhance deal governance framework, intelligence analytics and capacity inventory planning capability.

Customer Contract Management and Fulfillment

• Build and maintain a live platform for the deal team to regularly track contract open items across various customer contract documents (MSA, SO, lease, exhibits) and resolve open items timely to maintain deal momentum.
• Build a comprehensive and intelligent database of contracted terms across customers deals to provide the deal team with quick reference points to design future deal terms.
• Participate in customer contract negotiations and provide sign off on a customer contract summary (prepared by Commercial Development team) for ensuring key contractual deliverables are passed on accurately to downstream teams and general contractors to mitigate any scope gaps during project delivery.
• Partner with the Customer Legal team to maintain updated contract term guardrails to empower the deal team in negotiating key terms effectively and minimize exception approval requests to the Executive team.
• Serve as an internal consultant to the deal team, providing strategic guidance on negotiating and optimising customer terms for each deal while maintaining positive customer relationships.
• Monitor internal governance approval ROB across all contracts (deals and amendments) and collaborate with the deal lead to ensure deal execution timing aligns with both customer expectations and AirTrunk’s internal approval processes.
• Act as point of contact for internal teams queries on contractual obligations

Cross-Functional Collaboration & Change Management

• Drive cross-team collaboration to optimise change management processes relating to front end customer engagements, customer deals and customer contract management to proactively prevent future issues.

Requirements

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

The AirTrunk Culture    Working at AirTrunk is a once in a lifetime opportunity to fast-track your career and amplify your impact. Whilst you’re helping scale our region’s digital future, we’ll help you Grow@Hyperscale and unleash your full potential.   The pace in which we operate means you’ll feel an electric atmosphere at AirTrunk. We are a team of challengers and collaborative problem solvers who break new ground every day. We do this by living our values, going above and beyond, and being dynamic, transparent, and responsive.   Every AirTrunker brings their own unique background and diverse perspective to find solutions to problems that matter. We make sure you have everything you need to make your mark and thrive in a flexible and safe working environment, where everyone feels welcome. Our benefits empower AirTrunkers to stay positively charged. Now’s your chance to Grow@Hyperscale.   **To all recruitment agencies: AirTrunk does not accept agency resumes. Please do not forward resumes to our jobs alias, AirTrunk employees or any other organisation location. AirTrunk is not responsible for any fees related to unsolicited resumes.**