Location
Our Customer Experience Territory Lead - APAC will be an integral part of our APAC Forward Deployed Engineering (FDE) leadership team. This role is based remotely Australia or Singapore.
Who We Are
DoiT is a global technology company that works with cloud-driven organizations to leverage the cloud to drive business growth and innovation. We combine data, technology, and human expertise to ensure our customers operate in a well-architected and scalable state - from planning to production.
Delivering DoiT Cloud Intelligence, the only solution that integrates advanced technology with human intelligence, we help our customers solve complex multicloud problems and drive efficiency.
With decades of multicloud experience, we have specializations in Kubernetes, GenAI, CloudOps, and more. An award-winning strategic partner of AWS, Google Cloud, and Microsoft Azure, we work alongside more than 4,000 customers worldwide.
The Opportunity
As a Customer Experience Territory Lead, you will manage Forward Deployment Engineering teams of a specific territory.
In the role you act as the operational owner for the territory: setting direction, running the operating rhythm, ensuring FDEs are embedded effectively into account teams and into DoiT Cloud Intelligence (DCI) workflows. This includes partnering closely with the Global Director of FDE Delivery, other Delivery Territory Leads, Growth leadership, Sales, Product, and CX Operations to balance day‑to‑day customer delivery with longer‑term strategic initiatives such as proactive engagements, “gravel road” patterns, and role/career clarity for FDEs.
You will also be the primary escalation point for complex customer and team issues in your territory, while continuously developing your management team, shaping territory‑level OKRs, and ensuring that our standards for FDE performance, engagement, and product impact are met or exceeded.
Responsibilities
Territory strategy & ownership
- Translate the global Delivery FDE strategy and goals into a clear territory plan across customer engagement, product adoption, account‑team work, and “builder”/gravel‑road activities.
- Own territory‑level objectives, OKRs, and KPIs (e.g., ticket quality and volume, proactive vs. reactive mix, CSAT, product adoption metrics), and course‑correct with your management team when performance is off track.
- Serve as the primary operational focal point for the territory, ensuring alignment with other territories in the region and with the overall Delivery Leadership team.
People leadership & management
- Lead a team of Staff Cloud Architects and delivery leaders, such as PSS where applicable, providing clear expectations, coaching, and regular calibration of performance and potential.
- Build, grow, and retain high‑performing FDE teams in the territory through thoughtful hiring, onboarding, career progression, and succession planning.
- Create and track personal development plans for your managers and ensure they are doing the same for their teams, tying growth plans to the evolving FDE role definition and career ladder.
Delivery excellence & customer outcomes
- Ensure your territory meets or exceeds FDE delivery standards, including FRT SLOs, ticket volume and quality, CSAT, and Google validity, by reviewing data regularly and intervening where teams need support.
- Act as the senior escalation point for high‑risk or complex customer situations, supporting your managers and FDEs in resolving issues while protecting long‑term relationships and outcomes.
- Monitor and act on customer feedback from multiple channels (CSAT, AM/CSM feedback, Product, Partner programs) and ensure your management team is driving continuous improvement off that signal.
Proactive engagement & product adoption
- Own the proactive FDE engagement motion in your territory (manual and automated): approve new engagement patterns, ensure teams are enabled to deliver them, and track their impact on DCI usage, retention, and risk reduction.
- Hold your managers accountable for FDEs treating product adoption recommendations as a core part of every engagement, not a “nice to have,” and for hitting adoption‑related targets (e.g., % of engagements with recommendations, monthly PA activity).
- Partner with FDE Advocates and Product leadership so that territory learnings and “one‑off” solutions become reusable gravel‑road patterns and product features, not bespoke work that doesn’t scale.
Account‑team & cross‑functional alignment
- Ensure FDEs in your territory are embedded effectively into account teams, with clear expectations on how they support account planning, Planhat usage, and customer objectives while still contributing to broader Delivery goals.
- Align closely with Sales, AMs, CSMs, and TAMs in the territory on how Delivery FDEs support onboarding, risk mitigation, renewals, and growth opportunities, including when to loop in Growth FDEs or Build/SI partners.
- Coordinate with Growth Territory Leads and Product/Marketing on campaigns, enablement, and customer stories where Delivery FDE work drives visible business impact in your region.
Governance, communication & operations
- Drive consistent, high‑quality communication within and across teams—ensuring your managers are sharing context, best practices, and changes with their pods, and representing territory needs back into regional and global forums.
- Partner with CS Operations on tools, processes, and reporting (e.g., FDE metrics dashboards, routing, goals tooling) so the territory has the data and systems it needs to operate efficiently and at scale.
Qualifications
- 10+ years of experience working with technical consulting or managed services
- 3+ years of experience leading managers with territory oversight
- Experience working with Cloud Partners and maintaining at least one industry-standard cloud certification
- Systematic problem-solving approach, coupled with strong communication skills and a sense of ownership and drive
- Extensive experience working cross-functionally with other departments such as Sales and Product.
Want to learn more?
Are you a Do’er?
Be your truest self. Work on your terms. Make a difference.
We are home to a global team of incredible talent who work remotely and have the flexibility to have a schedule that balances your work and home life. We embrace and support leveling up your skills professionally and personally.
What does being a Do’er mean? We’re all about being entrepreneurial, pursuing knowledge, and having fun! Click here to learn more about our core values.
Sounds too good to be true? Check out our Glassdoor Page.
We thought so too, but we’re here and happy we hit that ‘apply’ button.
Full-time employee benefits include:
- Unlimited PTO
- Flexible Working Options
- Health Insurance
- Parental Leave
- Employee Stock Option Plan
- Home Office Allowance
- Professional Development Stipend
- Peer Recognition Program
Many Do’ers, One Team
DoiT unites as Many Do’ers, One Team, where diversity is more than a goal—it's our strength. We actively cultivate an inclusive, equitable workplace, recognizing that each unique perspective enhances our innovation. By celebrating differences, we create an environment where every individual feels valued, contributing to our collective success.
#LI-Remote
