Regional Service Delivery Director - APAC

 Regional Service Delivery Director -  APAC

Are you looking to join a global tech leader?

Then we have an exciting opportunity for you!

About us 

Broadsign is a growing software company with a mission to make buying, selling and delivering out-of-home and retail media easier than ever before. Our software is used by many of the world’s leading out-of-home and retail media companies, enabling them to deliver impactful and compelling campaigns. Come light up the world as a Regional Service Delivery Director in APAC.

Reports To: VP Client Services 

Direct Reports: Team leads, Product Specialists, Technical Specialists, Programmatic Technical Specialists and Technical Account Managers. 

Location: Sydney, Australia 

About the role : 

Broadsign is seeking a dynamic and results-oriented Regional Service Delivery Director to lead and elevate our customer-facing technical teams within the APAC region. This pivotal role will be responsible for ensuring exceptional customer experiences from the initial technical engagement through successful onboarding, ongoing support, and ultimately, the widespread adoption of our software solutions. The ideal candidate will be a strategic leader with a strong technical aptitude, proven experience in managing diverse teams, and a passion for driving customer success and loyalty. 

This opportunity will suit a senior experienced leader who enjoys leading a cohesive team, growing the next level of leaders and strong desire to exceed our customer's expectations. This is also a great opportunity for an individual that enjoys implementing changes in a function and gets excited by the results. Looking for an outgoing individual that enjoys technology and solving a good problem. 

This is an exciting time to join a well-established global software company with an extremely strong product suite, supportive and collaborative leadership, high customer loyalty and plenty of opportunity for growth. 

Key Responsibilities: 

• Strategic Leadership: Develop and execute a regional service delivery strategy aligned with the company's overall goals, focusing on maximizing customer satisfaction, retention, and product adoption. 
• Team Management & Development: Lead, mentor, and develop regional teams encompassing technical pre-sales, customer onboarding and activation, technical support, and product adoption specialists. Foster a collaborative, high-performance culture focused on continuous improvement and knowledge sharing. 
• Technical Pre-Sales Oversight: Ensure the technical pre-sales team effectively articulates the value proposition of our software, provides compelling technical solutions, and builds strong relationships with prospective customers. Work with Sales and Account Management to develop customer base growth strategies. 
• Customer Onboarding & Activation: Oversee the smooth and efficient onboarding and activation of new customers, ensuring a positive initial experience and setting the stage for long-term success. 
• Technical Support Excellence: Drive the delivery of high-quality and timely technical support, ensuring efficient issue resolution, proactive communication, and a focus on exceeding customer expectations. 
• Product Adoption & Customer Success: Develop and implement strategies to drive product adoption, working closely with the Account Management team to identify opportunities for expansion and ensure customers realize the full value of our solutions. 
• Performance Monitoring & Reporting: Establish key performance indicators (KPIs) and develop regular reports to track team performance, identify trends, and provide insights to senior leadership. 
• Cross-Functional Collaboration in APAC: Collaborate effectively with Sales, Account Management, and Marketing APAC teams to ensure a seamless customer journey and alignment within the team. 
• Global Functional Collaboration: Work closely with global Services leaders to guarantee alignment and standardization of services worldwide. Proactively identify and escalate issues requiring attention. Effectively communicate the needs of the local Services team to the appropriate stakeholders to ensure they are addressed.
• Customer Advocacy: Collaborate with Sales, Product, and Engineering to advocate for APAC customer needs within the organization and ensure they are met.

What you need to perform in this job 

• Bachelor's degree in Computer Science, Engineering, or a related technical field. 
• 5 + years of progressive experience in customer-facing technical roles within a software company, with at least 3 years in a leadership capacity. 
• Proven experience leading and managing diverse technical teams, including pre-sales, onboarding, support, and adoption functions. 
• Strong understanding of software implementation methodologies, customer support best practices, and product adoption strategies. 
• Excellent communication, presentation, and interpersonal skills, with the ability to effectively interact with customers at all levels. 
• Demonstrated ability to develop and implement strategic initiatives and drive measurable results. 
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making. 
• Ability to thrive in a fast-paced and dynamic environment. 

Preferred Qualifications: 

•  Experience as a technical lead in the out-of-home (OOH) advertising industry. 
•  Familiarity with the Broadsign Platform or a similar OOH (Out-of-Home) advertising platform. 
•  ITIL certification or equivalent knowledge of IT service management frameworks 

What we bring to the table

• Wellness: $500 annual Wellness fund for mental/physical health and office-related expenses. Unlimited online mental health support through BetterHelp for you and your family.
• Additional Time Off: Enjoy an additional week of annual leave, along with three paid training days and two paid volunteer days.
• Work Flexibility: Remote work options.
• Family Support: Parental leave salary supplement.
• Growth Opportunities: Training & development opportunities with a yearly budget to support professional growth.

At Broadsign, we value the varied social identities that make up our community. We recognize talent comes in different forms and encourage applications that reflect different backgrounds and experiences. Our promise is to be an inclusive employer and partner, open to learning, with thoughtful strategies and practices that amplify the different voices of our industry!