Senior Director, Customer Governance & Transaction

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.